IBM Operations Buyer and Customer Assistance Center Agent in BUDAPEST, Hungary

General PurposeThe Customer Assistance Center Agent and Operations Buyer is responsible for providing support for procurement applications, process related help requests and for order fulfilment transactions, full buyer purchase order placement.Main Responsibility Areas

  • Receive help requests from the client and suppliers and provide support in designated language(s)

  • Follow call quality standards to conduct call

  • If question, provide ‘how do I’ (walk through) application or status support

  • If problem, gather all relevant problem information to be included in problem report generation and escalation to the appropriate Level2 contact

  • Provide a follow-up call to the client with a status if the problem is not fixed within 48 business hours

  • Create a call log for every help request during incoming call or upon email task id monitoring to insure accurate contact information is obtained and problem/question is accurately documented

  • Consult knowledge database, teamroom for guidance in responding to clients questions

  • Review requisition requirements, create purchase orders from them

  • Work efficiently with requester/client for additional information or any questions

  • Working knowledge of SAP application and transactions

  • Knowledge of all client specific processes and procedures

  • Provide support in new supplier set up or extension

  • Interface with clients and suppliers on payment issues

  • Ensure audit readiness of all purchasing documents

  • Work with Supply manager and management

  • Resolve blocked invoices

    Main Contacts / ClientsSuppliers, Requesters from external client, Accounts payable, Management (Direct) ScopeParticipates as individual contributor to team. Most work carried out using work instructions. Performs and/or coordinates day-to-day activities to meet operational metrics of the team. Direct responsibilities for the ordering process. Decision making after gathering relevant information for solving the problems.

  • Fluent English

  • Fluent Dutch

Global Procurement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.