Procurement Support Specialist (customer Service II)

Senior Customer Service Representative

Provides customer support by answering inquiries, troubleshooting issues, and processing orders. Prepares correspondence and ensures customer satisfaction. Applies commonly used concepts, practices, and procedures within a specific field. Works with moderate direction and can identify issues or problems, seeking guidance as needed.

This position typically represents a senior-level Customer Service Representative with extensive experience. The role includes handling complex customer account research, providing training, and mentoring other CS staff.

Responsibilities

1. Serve as the first point of contact for inquiries related to invoices, payments, and procurement processes, providing timely and accurate resolutions.
2. Support the Procure-to-Pay (P2P) process by researching, reconciling, and resolving invoice discrepancies and payment delays.
3. Utilize OpenInvoice and other company systems to track invoice status, investigate issues, and ensure prompt vendor payment.
4. Collaborate with Procurement, Accounts Payable, and Operations teams to address vendor and internal department concerns.
5. Provide training and guidance to internal users on procurement tools, workflows, and best practices.
6. Review and maintain accurate records of all communications, transactions, and resolutions for audit and compliance purposes.
7. Prepare and distribute status updates, reports, and correspondence to internal stakeholders as needed.
8. Identify recurring issues or process gaps and recommend process improvements or training materials to enhance efficiency.
9. Deliver excellent customer service through clear, professional, and empathetic communication with vendors and internal clients.
10. Support other procurement or finance initiatives as assigned, ensuring alignment with company policies and deadlines.

Qualifications

• 3+ years of Customer Service experience required.
• Open Invoice experience required.
• Accounts Payable experience required.
• Background in training and mentoring others
• Experience in invoice research and reconciliation
• Strong communication and interpersonal skills for interacting with procurement, finance, and operations teams
• High attention to detail and responsiveness
• Professionalism, patience, and empathy when handling frustrated vendors or colleagues
• Organized approach to documenting communications and resolutions
• Must be able to meet all conditional job offer requirements including background, and drug screening.