Customer Service Senior Analyst

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? The Procurement Operations Sr. Analyst will be aligned to Accenture’s fastest growing business segment, Accenture Operations. In this role, you will serve one or more clients across industries, providing an unmatched opportunity to gain perspective and build a solid platform for career growth. You will build exceptional client relationship management skills while working in a team environment. You will develop strong project management skills and grow analytical problem solving capabilities. You will be part of Accenture’s market leading procurement organization driving significant and tangible value by impacting bottom line results that can support our client’s strategic objectives like sustainability, innovation growth. Customer Operations - Voice - Help desk role - ticket resolution/Chat support Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
What are we looking for? • Bachelor’s Degree • Minimum of 3 years of experience in a strategic sourcing, procurement, and or supply chain function • Bachelor’s Degree in Business, Supply Chain, Sourcing, Procurement • Experience in Source To Pay Services/Procurement Processing • Strong analytical skills, spend analysis, savings opportunity assessment • Proficiency with Microsoft Word and Excel
Roles and Responsibilities: •• Responsible for managing client relationships and providing first line support for all users regarding sourcing enquiries within the applied application to achieve SLA targets and maintain the appropriate control environment. • Ensure effective customer and supplier relationships and serves as initial escalation point for issue resolution • Responsible for supplier selection, negotiation with suppliers, research and identification of possible vendors, reporting lost savings etc. • Maintain close relationships with clients to understand requirements • Validate and approve submitted requisitions as well as approving requisition submissions • Analysis of client spending trends • Manage and execute the spot buying process for general, low to mid-level spend categories • Manage specifications, using the client-specified standards and agreement templates, for the provision of specific goods or services in line with the business needs of the client. • Completion of quoting process including supplier selection from pre-selected suppliers • Completion of buying process initiated by the user including supplier selection from pre-selected suppliers. • Accountable for maintaining quality and service standards to support the overall Accenture-Client relationship and to deliver continuous improvement • Understand incoming requests, check quality requirements, follow up with requester where required (by phone, email) to ensure specifications are clear to select the best spot buying options • Where required, make new supplier proposals and align with Procurement Business Partner on client side • Identify potential vendors and obtain quotes as needed, per client’s policy • Update requisition / PO creation process • Improve the efficiency and effectiveness of procurement operations • Identify process improvements, cost savings and initiatives, document and raise with line manager for approval, then complete relevant actions/project • Enable organizations to reduce their overall cost of acquiring goods and servicesAny Graduation

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us atwww.accenture.com

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