Supply Chain Solution Center Specialist at Brown… · Brown…

Summary: Brown University Health is committed to providing high-quality customer service while upholding its values of Compassion, Accountability, Respect, and Excellence. The Supply Chain Solution Center Specialist serves as the first point of contact for operators and suppliers, ensuring customer satisfaction and efficient operations within the Supply Chain department. Responsibilities: - Deliver and champion high-quality customer-centric, customer service by addressing employee and Supplier questions, resolving issues, and guiding internal & external customers through Supply Chain processes and procedures with professionalism and accuracy - Manage inquiries or complaints, address complex issues, and ensure prompt resolution in accordance with company policies and procedures within established service levels - Serve as the first point of contact to queries and concerns from operators and suppliers regarding invoices, payments, and other related issues in a timely and satisfactory manner and escalate appropriately using sound judgement - Contribute to the development and maintenance of response scripts, job aids, and knowledge resources for on-going use - Support continuous improvement by identifying recurring issues and recommending process enhancements - Use an electronic case management tool (Workday), to ensure accurate and up-to-date records of operator interactions, inquiries, and issue resolutions for documentation and reporting purposes - Educate employees about company policies, procedures, and programs, including any changes to the same; as well as recommend self-service resources that employees can access - Handle sensitive financial information with confidentiality and discretion, adhering to privacy regulations and company policies - Apply critical thinking and sound judgment to escalate issues to the Solution Center Supervisor - Clearly communicate expectations on next steps or response times to the customer - Ensure elevated levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive experience - Perform other duties as assigned to support the success of the Supply Chain teams - Support departmental operations, which may include training new team members and assisting with cross-functional problem solving - Performs other duties and responsibilities as required Required Qualifications: - Excellent communication skills (verbal, written, visual) - Adaptability to a diverse portfolio of work - Attention to detail - Knowledge of commonly used Microsoft Office functions - Payment technology knowledge - ERP systems knowledge - Critical thinking skills - Problem-solving skills - Ability to exercise considerable independent judgment in the performance of duties - Elevated level of people skills to effectively represent BH and Supply Chain in interaction with all levels of personnel within and outside the organization - Proven success in dynamic settings - Associate degree or equivalent combination of education, training, and experience - Demonstrated customer service experience Required Skills: Payment technology, ERP systems, Microsoft Office Nice-to-Have Skills: People skills