Customer Support Specialist

JOB SUMMARY

This is a highly cross-functional role, an integral part of our procure-to-pay (p2p)

team. Work with a diverse user base of employees and suppliers to solve their most

challenging issues spanning the entire procure-to-pay process. To actively support

global users, utilize p2p tools, such as our Purchasing, Invoicing, and Travel and

Expense systems. Provide suggestions, enhancements, and other process

improvements to ensure we are constantly improving the user experience

REQUIREMENTS

• Relevant work experience in a call center, customer support, or help desk role
• Strong soft skills including proven ability to turn frustrated customers into

happy customers, and communicate to employees at all levels within the

organization

• Excellent communication skills including full working knowledge of written and

spoken English

• Ability to work night shift hours to support Global customers
• Experience working with finance or accounting-related products
• Attention to detail with the ability to effectively multitask and work independently
• Previous experience with a major service ticket or incident management

system

KEY RESPONSIBILITIES

• Identify and investigate intermediate to difficult problems raised by our user

base (suppliers and employees) related to Supplier Payments and Travel C

Expense concerns.

• Communicate effectively and timely to resolve issues.
• Document and categorize the number and frequency of incoming requests

from internal stakeholders and external suppliers via various contact

methods (phone, email, or another web request)

• Perform basic processing requests such as assisting with urgent payments,

or verifying supplier identity for sensitive information updates

• Contribute to group success of meeting and/or exceeding operational metrics

(SLAs)

• Improve internal efficiency and customer satisfaction by proactively identifying

opportunities to optimize existing or new processes and tools

• Collaborate with a global set of team members also working on p2p processes
• Provides end-to-end excellent customer service
• Maintain a good level of public relations with outside suppliers as well as a

strong partnership with internal users

WHY JOIN US

Our vision is to build an enterprise where everyone contributes to making

GEP better, more interesting, more satisfying place to be, and a better

place to spend a significant part of our lives. We call it the beautiful company”.

GEP is different. It’s a place where individuality is prized, and talent respected.

We recognize people who make a genuine difference by rewarding them well.

We’re a learning organization, actively looking for people to help shape, grow,

and continually improve us.

Join us if you are one of us.