Call Center Purchasing Agent

General Summary of Position

The first 6-8 weeks will be in-person in White Marsh, MD for training purposes.

Handles incoming calls through the Purchasing Customer Service Call Center. Records the call and any questions into the customer service call log system. Researches and resolves customer and vendor purchasing problems. Processes overnight patient-impacting orders, as well as order confirmations and returns. Verifies order shipping statuses, as needed. May be asked to process and complete purchase orders.

Primary Duties and Responsibilities

Handles calls within the Customer Service Call Center in a courteous, professional manner. Thoroughly investigates customer issues using all resources. Refers calls to appropriate staff, when necessary, with all pertinent information.

Creates and completes call ticket and follows up on customer inquiries. Calls vendors to follow-up on late orders and investigates obtaining product or substitute from alternate vendor.

Processes stat or emergency purchase orders.

Monitor the order confirmation inbox to ensure order placement, and documenting status within the Purchase Order.

Provides assistance to customers for product returns and coordinates with suppliers.

Confirms and releases all orders on a daily basis ensuring a smooth procurement process will occur. Informs customers of any issues pertaining to their order and assist in the resolutions process.

Documents back orders, estimated ship dates and other appropriate comments on purchase order when placing orders, expediting and problem solving and coordinates with internal customers, Accounts Payable, Receiving and suppliers to resolve invoice and receipt problems.

Reviews cost messages daily and respond to Cost Message Report within 48 hours providing documentation on how the discrepancy was resolved or steps being taken to resolve the discrepancy.

Demonstrates the ability of strong analytical skills to perform what if” analysis and to address the numerous issues and scenarios (e.g. price, quality, service) involved in an initiative.

Ensures that individual actions meet performance standards and metrics for Procurement staff and operations.

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Maintains compliance to Procurement policy and procedure. Provides input for revisions based on operational experience.

Maintains excellent customer service relations with business units, co-workers and vendors by providing consistent customer service through follow up and providing clear and detailed information; both verbally and written.

Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department, as appropriate.

Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.

CUSTOM.PRIMARY.DUTIES.RESPONSIBILITIES.ADDENDUM

Minimum Qualifications

Education

• High School Diploma or GED required

Experience

• 1-2 years Call Center experience required

Knowledge, Skills, and Abilities

• Excellent organizational skills.
• Working knowledge of PeopleSoft, Outlook, Excel.
• Excellent verbal and written communication skills.
• Call center knowledge and/or experience.

This position has a hiring range of $23.19 – $40.61

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