Support Specialist IV

2 weeks ago

Raleigh, United States ATR International Full time

We are seeking a Support Specialist IV for a very important client

Job Description:
The Business Support Specialist reports to the Business Support Supervisor of the North America Purchase to Pay (PTP) team and is responsible for taking an active role in executing, improving, and supporting the customer service framework in the North America PTP department The focus of the role is to proactively ensure customer and supplier inquiries are resolved accurately, timely, and efficiently.

The successful candidate will be expected to be highly self-motivated with proven experience in successfully supporting a best in class Business Support team providing best practice service delivery and actionable business insights.

Key responsibilities include:
• Work closely with the global Business Support team to find trends, perform root/cause analysis, identify improvement and training opportunities to enhance the customer experience
• Partner with other global PTP team members to standardize processes globally to ensure they are scalable to support the Company's continued growth
• Effectively manage the perceptions and expectations of internal stakeholders
• Maintain process integrity, internal and SOX controls, ensure compliance with the Controller's Manual and all applicable laws and regulations.
• Accountable for service delivery against agreed and evolving KPI's and service partnership agreement
• Provide thoughtful analysis and recommendations to foster dialogue with business leaders to make informed decisions based on trends, performance and future projections.
• Understand business direction, key changes and needs initiate and actively participate in the conversations on how Business Support needs to mold and adapt to stay proactive.
• Effectively execute daily customer support activities using the ticketing system, daily reporting and workflow activity.
• Provide training and guidance to offshore team and to internal and external customers.
• Interact successfully with global PTP team members
• Ensure adherence to Company policies, procedures, SOX controls, government and/or legal requirements
• Support strategic and cross functional projects.

Requirement:

The ideal candidate will possess the following qualifications:

Knowledge and Skills:
• Aspire to deliver an exceptional customer experience and process excellence.
• A focus on innovation and continuous improvement.
• Business Partnership, build relationships and trust, share ideas and work collaboratively
• Ability to multi-task and work well in a fast-paced environment
• Excellent written, listening, and verbal communication skills
• Excellent interpersonal skills, an inquisitive mind, and the ability to work effectively with multiple, cross-functional stakeholders.
• Strong analytical skills and a critical thinker must have the ability to use excellent judgment and resolve issues with dexterity and effective decision making.
• Must have the ability to exercise independent judgment
• Strong knowledge of operational business processes
• Must have the ability to influence others, build credibility, and trust
• Results orientation: The ideal candidate will be results-driven and must thrive in a fast-paced, dynamic environment.
• Ability to operate successfully across diverse geographical locations and cultures
• High level of self-motivation, leadership, positive attitude, drive for achievement and a strong work ethic

Basic Requirements:
• Bachelor's Degree and 4 Years' Experience, or Associate Degree and 5 Years' Experience, or High School and 6 Years' of relevant operational business support and customer services experience
• Knowledge of best practice ERP systems
• Experience in Accounts Payable organizations
• Knowledge of US GAAP and SOX Controls required
• Proficiency with Excel, Word, Outlook, and PowerPoint

Preferred:
• Knowledge of SAP S/4 HANA and SAP Ariba systems
• Experience in Helpdesk ticketing environment within Financial Shared Services organization
• Experience working in a multinational or global Finance organization
• Experience in biotech or pharmaceuticals industry a plus

Additional Information:

Top 3 Skill Sets: full knowledge of PTP Processes specifically Full Cycle Accounts Payable, FSS Support background & able to troubleshoot AP issues.

Top 3 Nice to Have Skill Sets : Currently Oracle or SAP experience (will be implementing SAP in 2022/23, attention to details able to work in high volume environment

Unique Selling Point of this role: Majority of the role is away from day to day transactional functions and majority providing support to business partners internally and externally.

Task break down (by %): 100% FSS Business Support

Disqualifiers: MUST HAVE AP experience

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