Operations Support Specialist Supply Chain

The Opportunity

Mass General Brigham Supply Chain, a department within Mass General Brigham Finance, is committed to managing a progressive supply chain continuum. Driven by accountability, ethics, and fiduciary responsibility, we support the Mass General Brigham mission through operational Excellence.

Supporting a $3.5 billion Supply Chain, the incumbent will be the first point of contact to customers regarding the Procure to Pay process for 16 Institutions, including Massachusetts General Hospital and Brigham and Women's.

Principal Duties and Responsibilities:

• High Volume Call Center responsible for responding to inquiries related to all aspects of the Mass General Brigham Supply Chain continuum.
• Working knowledge of approved suppliers, contracted terms, item and supplier file management, purchasing, procurement cards, invoice processing and employee reimbursement
• Responsible for working knowledge of Operational and Research Management procedures.
• Knowledge of Supply Chain Strategic Initiatives to support compliance with principle negotiated suppliers.
• Processes a variety of complex and routine financial and non-financial transactions while meeting or exceeding team standards for productivity and quality.
• Maintains proper documentation of telephone calls.
• Ability to work independently with minimal supervisory intervention.
• Responds accurately to inquiries/complaints by dissemination of information through telephone, written correspondence and in person, thus ensuring customer satisfaction.
• Resolves problems in a timely manner, assuring department's dedication to quality.
• Compiles and analyzes customer inquiries, research and updates verbal and written responses for all customer inquiries and complaints.
• Generates computer and manual data to identify/correct root causes of problems.
• Keeps current on trends and issues and recommends appropriate action to key management.
• Acts as a consultant to management by analyzing data and interpreting results in oral and written presentations.
• Develops and maintains up to date information by inputting information into the computer system and updating manuals and files for efficient handling of responses.
• Identifies and initiates productivity, efficiency and cost savings measures to management.
• Additional duties as assigned by department management.
• Is a model of Service Excellence to demonstrate appropriate and professional behavior. Ensures proper communication and collaboration within the department, across the PHS network, and with external customers, in keeping with the PHS Finance Service Excellence Guiding Principles.

Qualifications:

• This position requires a bachelor's degree or equivalent work experience.
• 1-3 years' experience in purchasing, operations, accounts payable, information systems, and/or customer service support related work preferred.

Skills, Abilities and Competencies:

• Must be able to present clear, concise oral and written reports to upper management. Incumbent must possess a working knowledge of Mass General Brigham or demonstrate an ability to develop it rapidly.
• Requires experience and knowledge in a strong customer support environment.
• Ability to quickly learn new systems (PeopleSoft ERP, CISCO VoIP and ServiceNow)
• Proven analytical skills are required.
• Negotiation skills desired
• Excellent follow-up skills and attention to details
• Must have very strong Microsoft Office (Word, Excel, PowerPoint) and SharePoint skills
• Knowledge of P2P tools - end user functionality
• In depth knowledge of purchase to pay processes
• Proficiency: ERP/P2P systems SAP/Oracle
• Handles 80 to 100 Customer contacts a day including calls and emails.
• Works with key user departments, and internal customers to inform, make recommendations for appropriate actions and provide support to the mission of each through the interpretation of customer data.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.