You're not the person who will settle for just any role. Neither is our client, Intuit! Because they are looking for that certain kind of person who cares about making a difference. Here, you'll bring your professional expertise, talent, and drive to the Contact Center/Procurement Associate role, and you'll help Intuit deliver better service to everyone! This exciting new opportunity is a long-term, open-ended contract role working in PST hours. If you do not live in the Pacific Time Zone, no problem if you can work M-F 8 am-5 pm PST hours.
Duties:
* Responding to incoming requests from business requesters and external suppliers pertaining to new or existing procurement matters
* Greeting and conversing with business requesters in a courteous, friendly, and professional manner and following standard Operating Guides agreed to by the Parties.
* Creating tickets and/or amending existing tickets in Salesforce for each customer interaction to ensure proper documentation and efficient tracking/reporting.
* Addressing/resolving all queries, including the following:
o Internal customer (Intuit and any entity affiliated with Intuit including but not limited to employees, contract workers, and others who work on behalf of Intuit) queries related to procurement, status's, policy, process, etc.
o Internal customer requests to create PRs for the purchasing of goods and services.
o Supplier queries, related to status for PO, invoice, bids, etc.
o Sourcing and contracting support requests.
o Internal customer support with third-party risk screening.
o PR and PO request support; and
o Directing, and redirecting internal customers to relevant/ appropriate teams if not procurement
o Routing all L2 and L3 queries to the correct resolution teams, including capture and documentation of all notes pertaining to the query in Salesforce.
o Teaching Intuit stakeholders how to raise purchase requisitions.
o Notifying users of tickets being routed for action; tracking open requests for action/status; and facilitating ticket closure or reassurance as appropriate.
o Performing tasks with the goal of improving customer experience through first-contact resolution while maintaining an average handling time consistent with current business needs.
o Recognizing and effectively solving exceptional customer situations.
o Learning, retaining, interpreting, and applying applicable Intuit policies; and
o Sharing root cause analysis and reviewing of frequently asked questions ("FAQs") to enable and co-create continuous improvement plans with Intuit.
o End-to-end GBS case management & triaging through Salesforce
o Amazon Connect chat for live support available for North America and Global coverage, to be determined and communicated in writing.
Qualifications - External
* Minimum requirements - HS Diploma or GED
* 2+ years experience in help desk or customer service
* 1+ years experience in and knowledge of principles, methods, and tools of end-to-end procurement
* 1+ years experience in Travel & Expense (Preferred)
* Customer focused and ability to be customer facing
* Ability to recognize and effectively solve exceptional customer situations
* Ability to think strategically, root cause analysis and co-create continuous improvement plans alongside Intuit
* Ability to research a problem when assisting an end user in real time
* Strong verbal and written English language capabilities
Organization: Talent Solutions RPO
Pay Rate: 26/hr.
Incentive (if applicable): Not Incentive Eligible
Benefits: ManpowerGroup offers a comprehensive benefits package to include Medical, Dental, Life insurance and Disability for Staff and Consultants, as well as 401K.
ManpowerGroup is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status.
A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. ManpowerGroup is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals.
Reasonable accommodation during the interview process can be provided. Contact for assistance.
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