P2P Customer Service Agent #1048036
Job Description:
Duties:           

• Supports a high volume of inbound customer calls/E-mails for Procurement to Payment (P2P) operation.
• Answers all internal and external customer order status inquiries and/or complaints (telephone, mail, web) as well as invoice payment status requests.
• Quickly analyzes customer concerns and needs while resolving a customer's issues.
• Researches and resolves issues; provides service in support of P2P operations; provides guidance to customers on the use of eProcurement.
• Full working knowledge of P2P departmental procedures, processing, and system's operating processes.
• Demonstrated commitment to customer service by ensuring superior results.
• This role will support and will be responsible for handling all inbound inquires including, but not limited to: backorders, overnight orders, order status, RTVs (Returns), invoice payment, and payment request status. This position will work closely with Procurement and Accounts Payable teams and leadership to achieve the expected high levels of customer service.

 
Essential Duties and Responsibilities:

• Answers all internal and external customer order and invoice payment status inquiries (telephone, mail, web) regarding P2P operations.
• All incoming calls must follow the department call tracking policies and all call information is logged in the call center tracking system.
• Supports a high volume of inbound customer calls; researches and resolves issues.
• Demonstrates established standards of commitment to customer service by following up on calls and ensuring superior results.
• Quickly analyzes customer concerns and needs while resolving customer's issue.
• Counsels customers regarding the appropriate use of eProcurement Requisitioning or invoice submission.
• Analyzes customer needs and refers to appropriate external resources (P2P Job Aids) to ensure orders and invoices are accurate within the prescribed processes of P2P.
• Facilitates triaging of incoming requests to P2P Operations staff if unable to resolve within prescribed timeframe.
• Identifies, researches, analyzes, and resolves complex customer complaints.
• Maintains a working knowledge of P2P and Supply Chain Management Operations.
• Consults with management to proactively resolve customer problems.
• Identifies discrepancies and recommends resolutions regarding P2P operations which impact customers.
• Committed to continued professional development.

 
Skills:

• Must possess working knowledge of customer service practices as normally obtained through at least two years of experience in a Customer Service environment, preferably within the health care industry, or an equivalent combination of education and experience.
• Call Center experience preferred.
• Two years experience in healthcare Procurement or Accounts Payable is desired.
• Knowledge of medical supply and commodity terminology is preferred.
• Excellent communication skills, verbal and written.
• Strong problem solving skills with ability to research problems and present findings.
• High level of attention to detail.
• Ability to identify, investigate, analyze and resolve complex customer service issues.
• Strong organizational skills with a high level of self motivation.
• Must have demonstrated knowledge and use of appropriate applications: Excel, MS Office, Email, Fax, multi-line phone system and use of the web applications.
• ERP application knowledge is preferred.
• Must be able to manage multiple work assignments under stress.

 
Physical And Mental Requirements And Working Conditions:

• Must be able to adapt to frequently changing work priorities.
• Must be able to travel to the various sites (<5%).
• Must be able to work overtime when deemed necessary by management.

 
Education:    

• Minimum High School Diploma

 
Additional Info:
 
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
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Find us on LinkedIn: https://www.linkedin.com/company/fasttek
You can become a fan of FastTek on Facebook: https://www.facebook.com/fasttekglobal/
 
AI & Hiring Disclosure
We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.
All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.
If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.
Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.
To learn more or exercise your rights, please contact us at info@fasttek.com.