Procure to Pay (P2P) Customer Service Agent - Fulltime - Days - Detroit

Business (Non-Clinical)

General Summary :

Supports a high volume of inbound customer calls / E-mails for Henry Ford Health's Procurement to Payment (P2P) operation. Answers all internal and external customer order status inquiries and / or complaints (telephone, mail, web) as well as invoice payment status requests. Quickly analyzes customer concerns and needs while resolving a customer's issues. Researches and resolves issues; provides service in support of Henry Ford Health's P2P operations; provides guidance to customers on the use of eProcurement. Full working knowledge of Henry Ford Health's P2P departmental procedures, processing, and system's operating processes. Demonstrated commitment to customer service by ensuring superior results. This role will support and will be responsible for handling all inbound inquires including, but not limited to : backorders, overnight orders, order status, RTVs (Returns), invoice payment, and payment request status. This position will work closely with Procurement and Accounts Payable teams and leadership to achieve the expected high levels of customer service.

Principle Duties and Responsibilities :

• Answers all internal and external customer order and invoice payment status inquiries (telephone, mail, web) regarding P2P operations. All incoming calls must follow the department call tracking policies and all call information is logged in the call center tracking system.
• Supports a high volume of inbound customer calls; researches and resolves issues. Demonstrates established standards of commitment to customer service by following up on calls and ensuring superior results. Quickly analyzes customer concerns and needs while resolving customer's issue.
• Counsels customers regarding the appropriate use of eProcurement Requisitioning or invoice submission. Analyzes customer needs and refers to appropriate external resources (P2P Job Aids) to ensure orders and invoices are accurate within the prescribed processes of P2P.
• Facilitates triaging of incoming requests to P2P Operations staff if unable to resolve within prescribed timeframe.
• Identifies, research, analyzes, and resolves complex customer complaints.
• Maintains a working knowledge of Henry Ford Health P2P and Supply Chain Management Operations.
• Consults with management to proactively resolve customer problems. Identifies discrepancies and recommends resolutions regarding P2P operations which impact customers.
• Committed to continued professional development.

Education / Experience Required :

Organization : Corporate Services

Department : SCM Procurement

Shift : Day Job

Union Code : Not Applicable