Customer Service Representative-E?Procurement

About the role

The Customer Service Representative has the knowledge and skillset to effectively support the day-to-day operations of Avendra's Customer Service Department and Call Center. He/She provides world-class customer service by serving as a single point of contact to all customer inquiries regarding products and services available through Avendra.

Responsibilities

• Effectively support the day-to-day operations of Avendra’s Customer Service department
• Provide customer service support to all Avendra Customers, with a primary focus on Avendra customers utilizing the iBuyEfficient and Nexus platforms
• Respond to customer support inquiries for 1-866-AVENDRA, the Customer Service email inboxes and live chat with timeliness and courtesy
• Identify and resolve system and service-related concerns expressed by customers
• Maintain technical integrations with various systems: EDI transmissions, Accounts Payable Integrations, Supplier Catalog Integrations
• Develop and maintain ongoing mastery of the internal Administration Tools, Avendra Supplier programs and Avendra’s E-Commerce platforms
• Consistently portray a strong, positive message to the team based on set directives, established team goals, company goals and general company philosophy
• Collaborate with Manager, Customer Service and other key stakeholders internally and externally to ensure Customer Satisfaction
• Conduct Nexus client demos, implementations and customer training
• Provide timely support to key internal and external stakeholders
• Interact with all levels of management within Avendra in addition to our supplier and customer base
• Support release of new technology by conducting user acceptance testing and providing the voice of customer feedback
• Identify opportunities for process improvement through refined procedures, tools/templates, and by leveraging technology
• Complete special projects/assignments as requested by the Manager of Customer Service
• Provide support on holidays or weekends when required

Qualifications

• Excellent customer service skills and telephone etiquette
• One year of experience effectively navigating through multiple IT platforms required
• Strong communication and interpersonal skills (written and verbal)
• Excellent organizational skills – great attention to detail
• Ability to function in a multi-tasked and fast-paced environment
• Excellent listening, analytical skills and ability to be impartial
• Training experience in a group, individual, or online setting a plus
• Experience in hospitality, purchasing and/or procurement a plus
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
• Bilingual in Spanish/English a plus
• Willingness to work flexible hours when required
• Overnight travel requirements: None