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AP - Helpdesk - Lead



POSITION NAME: Accounts Payable - Customer SME



Looking for an experienced Accounts Payable Customer Support SME who can provide support by answering queries revolving around the entire function of Accounts payable. The queries would be raised by Internal and external parties. The queries would revolve around Invoices, payments & VMD scope of operations. Should be able to handle and manage escalations, perform RCAs and drive process changes to mitigate errors and escalations. Create and ensure to have the Process documents are kept updated.


· Support Customer Queries on Accounts Payable functions (Emails / Calls)

· Query lifecycle management

· Exhibit Attention to detail in understanding the query and answering the same

· Adhere to query management / workflow tools to ensure ticketing is done accordingly

· Collect customer feedback and act on quality measures

· Liaison with internal / external teams by Telephone or Email address to for gathering information for query resolutions.

· Adhere to Query Management Service levels & measurments

· Documentation / Audit trail creation for actions performed on query.

· Being proactive and seeking to anticipate customers’ needs & questions

· Perform other related duties as assigned by management.


Accounts Payable Helpdesk for Global Business


REQUIRED: Bachelor in Commerce

PREFERRED: Master in Commerce



• 5+ years of experience in Accounts Payable & PTP process

• Customer service experience

• Core knowledge of the areas of Accounts Payable (VMG, Invoice processing, payments etc)

• Proven skills on First time resolution

• Proven skills on driving Customer satisfaction

• Providing voice support

• Proficient written and verbal communication skills


• Experience working on Service Now

• Experience working on ERP like SAP Ariba/ S4



• Proficient written and verbal communication skills

• Analytical

• Strong communication and interpersonal skills

• Detail oriented and assertive when dealing with external and internal customers

• Effective problem-solving skills to help identify root cause

• Excellent in Excel, Word, and presentation skills

• Strong sense of internal control, SOP and accuracy

• Proficient with current computer applications such as Word, Excel, PowerPoint, Outlook, etc.

• Hands on experience in SAP (mandatory)

• Ability to work with high volume in systematic way

• Ability to work in a high performing team.

• Quick learner and ability to work under stringent timelines

• High degree of professional integrity

• Willingness to work in shifts


• Extensive knowledge of Microsoft Excel, Ariba and SAP

• Ability to Report work on Trackers accurately on time.

KOCH is proud to be an equal opportunity workplace.

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