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AP - Helpdesk - Lead

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Description

POSITION NAME:Accounts Payable - Customer SME

DIVISION OR CORPORATE FUNCTION:Finance & Procurement

PRIMARY PURPOSE:

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.

DUTIES & RESPONSIBILITIES:

·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 & measurements

·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.

SCOPE:

Accounts Payable Helpdesk for Global Business

EDUCATION:

REQUIRED: Bachelor's in commerce

PREFERRED: Master's in commerce

WORK EXPERIENCE:

REQUIRED:

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

PREFERRED:

Experience working on Service Now

Experience working on ERP like SAP Ariba/ S4

SKILLS & ABILITIES:

REQUIRED:

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

PREFERRED:

Extensive knowledge of Microsoft Excel, Ariba and SAP

Ability to Report work on Trackers accurately on time.

FOR HUMAN RESOURCES USE ONLY:

JOB TITLE:                            JOB SHORT TEXT:

GRADE:                                   FLSA STATUS:

SIGNATURES:

HUMAN RESOURCES: MANAGER:

The above information is intended to describe the general nature and level of work to be performed in this position. This description is not intended to be interpreted as a complete list of all duties, responsibilities, or requirements for this position.

KOCH is proud to be an equal opportunity workplace.

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