Procurement Customer Service Specialist (Hybrid)

Target hiring range for this position is between $24.01 - $29.24 per hour. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

About the Role

Procurement and Payment Services (PPS) serves as the centralized hub for all procurement and payment-related activities at Northwestern University. PPS is committed to delivering timely, accurate, and policy-compliant procure-to-pay financial services, while continually improving systems and processes to enhance efficiency and the overall user experience. This position will be part of a customer service unit within Service Delivery and Special Projects.

Candidates will need to be well versed in all processes related to purchasing and payment, including Vendor File Management, Purchasing, Accounts Payable, Corporate Card, ePayment, eProcurement, travel, etc. All functions listed below are performed with a high degree of independence and must be performed with integrity. This position must maintain a close working relationship with all units within Procurement and Payment Services, other departments and schools, as well as the vendor community.

Responsibilities

Customer Service

• Provide excellent customer service over the phone, by email, and in person, answering standard questions regarding status of requests, policies and procedures for processing transactions, and/or instructions for completing paperwork.
• Monitor email inboxes, answer the main phone number, sort and distribute mail received, and interact with walk-in customers.
• Resend Purchase Orders upon request.
• Instruct and advise regarding options and appropriate courses of action and follow-up inquiries to ensure customer satisfaction.
• Complete administrative and/or clerical activities such as filing, faxing, sorting, copying, organizing meetings, etc.
• Utilize customer service software tool to create tickets, close out completed tickets, assign tickets to other staff, and maintain a list of FAQs.

Purchasing and Payment

• Become well-versed in all aspects of the purchasing and payment processes in NUFinancials and other systems used by Procurement.
• Develop expertise in all aspects of the Procurement and Payment Services department (purchasing, e-procurement, accounts payable, corporate card, and vendor file management).

Purchasing Policy and Procedures

• Develop an appropriate understanding of Northwestern purchasing and payment policy.

Communication

• Internal: Maintain effective working relationships with departments and schools at Northwestern.
• External: Maintain effective working relationships with the vendor community.

Training

• Assist with coordination and management of open lab sessions.

Miscellaneous Duties

• Provide input into forms, newsletters, procurement strategy, website, info sessions, training, etc.
• Distribute credit information to vendors when requested.
• Maintain tax-exempt information and fulfill requests for tax exemption documentation.
• Maintain vendor information database.
• Handle vending machine refunds for 2020 Ridge.
• Assist with documenting Procurement processes and procedures.
• Perform other duties as assigned.

All responsibilities are carried out with careful attention to policy compliance and applicable federal, state, and institutional regulations.

Requirements

• Associate’s degree in business, accounting, or a related field, or an equivalent combination of education, training, and experience from which comparable skills can be acquired.
• At least two years of experience in customer service.
• Strong analytical, organizational, and problem-solving skills.
• Proficiency in Microsoft Office Suite and comfort learning new systems.
• Excellent communication skills, both oral and written, and the ability to collaborate effectively as part of a team.
• Demonstrated ability to manage multiple priorities, meet deadlines, and work independently with a high level of accuracy.
• Working knowledge of procurement and payment processes, systems, and compliance requirements.
• Ability to interpret and apply financial policies and procedures within a complex organizational environment.

Preferred Qualifications

• Experience working at a higher education institution.
• Proficiency with PeopleSoft Financials.
• Commitment to continual improvement by attending relevant training courses and seminars/conferences.

Benefits

At Northwestern, we are proud to provide meaningful and competitive benefits, including:

• Health, dental, vision, disability, and life insurance.
• Paid vacation and holidays.
• Paid medical/sick and parental leave.
• Tuition benefits for the employee and dependents.
• Pre-tax and flex spending accounts for commuting and dependent care.
• Generous retirement savings options.
• Wellness programs.
• Work-life and wellness support, including flexible work arrangements, childcare and senior/adult care resources.
• Professional growth and development opportunities.