Procurement Customer Service Specialist (Hybrid)

Department: E-Procurement Solutions

Salary/Grade: NEX/13

Target hiring range for this position will be between $24.01 - $29.24 per hour. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Job Summary:

Procurement and Payment Services (PPS) serves as the centralized hub for all procurement and payment-related activities at Northwestern University. PPS is committed to delivering timely, accurate, and policy-compliant procure-to-pay financial services, while continually improving systems and processes to enhance efficiency and the overall user experience.

This position will be part of a customer service unit within Service Delivery and Special Projects. Candidates will need to be well versed in all processes related to purchasing and payment, including Vendor File Management, Purchasing, Accounts Payable, Corporate Card, ePayment, eProcurement, travel, etc. All functions listed below are performed with a high degree of independence and must be performed with integrity. This position must maintain a close working relationship with all units within Procurement and Payment Services, other departments and schools, as well as the vendor community.

• Note: Not all aspects of the job are covered by this job description.

Specific Responsibilities:

Customer Service:

• Provide excellent customer service, over the phone, by email, and in person answering standard questions regarding status of requests, policies and procedures for processing transactions, and/or instructions for completing paperwork.
• This includes monitoring the email in boxes, answering the main phone number, sorting and distributing mail received, and interacting with walk in customers.
• Resend Purchase Orders upon request.
• Instruct and advise regarding options and appropriate courses of action and follow-up inquiries to ensure customer satisfaction.
• Complete other administrative and/or clerical activities such as filing, faxing, sorting, copying, organizing meetings, etc.
• Utilize customer service software tool to create tickets, close out completed tickets, assign tickets to other staff, and maintain list of FAQs.

Purchasing and payment:

• Become well-versed in all aspects of the purchasing and payment processes in NUFinancials and other systems used by Procurement.
• Become well versed in all aspects of the Procurement and Payment Services department (purchasing, e-procurement, accounts payable, corporate card, and vendor file management).
• Purchasing Policy and Procedures
• Develop an appropriate understanding of Northwestern purchasing and payment policy.

Communication

Internal:

• Maintain effective working relationships with departments and schools at Northwestern.

External:

• Maintain effective working relationships with vendor community.
• Training
• Assist with coordination and management of open lab sessions.

Other miscellaneous duties:

• Provide input into forms, newsletter, procurement strategy, web site, info sessions, training, etc.
• Distribution of credit information to vendors, when requested.
• Maintain tax-exempt information and fulfill requests for tax exemption documentation, when requested.
• Maintain vendor information database.
• Vending machine refunds for 2020 Ridge.
• Assist with documenting Procurement processes and procedures.
• All responsibilities are carried out with careful attention to policy compliance and applicable federal, state, and institutional regulations.

Miscellaneous

Perform other duties as assigned

Minimum qualifications (education, experience, certifications, skills)

• Associate's degree in business, accounting, or a related field, or an equivalent combination of education, training, and experience from which comparable skills can be acquired.
• At least two years experience in customer service.
• Strong analytical, organizational, and problem-solving skills.
• Proficiency in Microsoft Office Suite and comfort learning new systems.
• Excellent communication skills, both oral and written, and the ability to collaborate effectively as part of a team.
• Demonstrated ability to manage multiple priorities, meet deadlines, and work independently with a high level of accuracy.
• Working knowledge of procurement and payment processes, systems, and compliance requirements.
• Ability to interpret and apply financial policies and procedures within a complex organizational environment. Identify the minimum qualifications required to successfully perform the job. Qualifications include education, experience, specialized knowledge, professional certification.

Preferred Qualifications (Education, Experience, Certifications, Skills)

• Experience working at a higher education institution.
• Proficiency with PeopleSoft Financials.
• Exhibit continual improvement by attending relative training courses and seminars/conferences.

Benefits:

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:

Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities and adopt and maintain healthy lifestyles.

We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:

Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.