INT-02E0165 | CLIENT SERVICES SPECIALIST II

The Client Services Specialist- Procurement will act as a liaison between the company and its clients, ensuring satisfaction with the procurement services provided. This role involves managing client procurement accounts, addressing client inquiries and concerns related to procurement, and coordinating with various departments to ensure client procurement needs are met efficiently and effectively. Additionally, the specialist will focus on delivering services within established timelines and enhancing the client experience through proactive procurement initiatives.

The main responsibilities of a Client Services Specialist II include:

• 1. Client Communication and Management:

  -        Maintain regular communication with clients to understand their needs, expectations, and concerns.

  -        Act as the primary point of contact for clients, addressing inquiries promptly and professionally.

  -        Provide clear and concise updates on project progress, timelines, and deliverables.

  -        Ensure client satisfaction by actively listening to feedback and implementing necessary adjustments.

  -        Communicate effectively across various channels (email, phone calls, video conferences) to accommodate client preferences and delivery service.

  -        Collaborate with internal teams to relay client feedback and coordinate solutions.

  -        Manage client expectations by outlining realistic goals and timelines through various project implementations.

  -        Uphold a positive and professional image of the company through all communications.

  -        Resolve conflicts or issues that may arise during the project lifecycle through effective communication and problem-solving skills.

  -        Act as a client advocate within the organization, ensuring that their concerns are addressed promptly and effectively.

  -        Attending discovery calls and client meetings to identify, understand, and document client requirements; identifying and delivering the most appropriate solution(s) to offer from scoping to launch.

   

  2. Issue Resolution

  -        Address and resolve client complaints and concerns in a timely manner.

  -        Investigate issues thoroughly to understand root causes.

  -        Escalate complex issues to the appropriate department or manager when necessary.

  -        Follow up with clients to ensure issues have been resolved satisfactorily.

  -        Implement preventive measures to minimize recurring issues.

   

  3. Documentation and Reporting:

  -        Prepare regular reports on client activity, feedback, and satisfaction levels.

  -        Track and analyze client service metrics to identify areas for improvement.

  -        Create and maintain comprehensive documentation for processes, procedures, and client interactions.

  -        Ensure documentation accuracy and consistency for internal and client-facing materials.

  -        Collaborate with teams to gather data and insights for reports and customize to meet specific client or stakeholder needs.

   

   

  4. Asset Management and Logistics

  -        Manage and track inventory of assets, ensuring accuracy and availability through maintaining asset tracking reports.

  -        Coordinate logistics for timely delivery and distribution of assets.

  -        Maintain records of asset transactions, including receipts, transfers, and disposals.

  -        Conduct regular audits to ensure compliance with inventory procedures.

  -        Resolve discrepancies in asset records through investigation and reconciliation.

  -        Implement improvements to enhance asset tracking efficiency and accuracy.

  -        Provide reports on asset status, utilization, and performance.

  -        Secure and safekeep Accountability / Issuance Forms signed by end user for deployed assets

   

  5. Ticket Management

  -        Acknowledge and monitor service requests, incidents or queries via Ticketing, Phone, Teams, Skype and email

  -        Escalates unresolved incidents/service requests within agreed timescales

  -        Ensures tickets are always updated until issues are resolved

   

  6. General Administrative Tasks:

  -        Respond promptly to unexpected tasks and requests as they arise.

  -        Prioritize ad hoc tasks based on urgency and impact on business objectives.

  -        Gather necessary information and resources to address ad hoc assignments.

  -        Adapt quickly to new challenges and changing priorities.

  -        Maintain flexibility and agility in handling ad hoc projects or assignments.

  -        Document ad hoc tasks and their resolutions for future reference.

  -        Proactively identify opportunities to streamline ad hoc task management processes.

  -        Ensure thorough follow-up and closure on completed ad hoc tasks.

   

  7. Procurement

  -        Conduct supplier canvassing, accreditation, and evaluation.

  -        Conduct strategic sourcing, vendor management, contract negotiation, payment processing, and delivery monitoring.

  -        Efficiently process purchase orders, ensuring accuracy and compliance.

  -        Handle the end-to-end processing of payment requests, ensuring accuracy and compliance with company policies and procedures.

  -        Maintain organized and detailed records of payment requests, approvals, and related documents.

  -        Ensure adherence to legal and regulatory requirements in all procurement transactions.

  -        Generate reports on procurement-related activities, providing insights and analysis to support decision-making processes.

  -        Collaborate with various departments, including finance, customer success, and procurement.

  -        Monitor delivery schedules closely, resolving any issues promptly to ensure timely delivery.

   

   

  8. Asset Management

  -        Facilitate physical assets movement.

  -        Ensure assets are recorded in real-time in the system.

  -        Oversee, plan and conduct cycle count of inventory.

  -        Ensure various storage operations including receiving, checking, loading, and dispatching are executed in a safe, timely in efficient manner.