Resolution Center Analyst

hace 2 semanas


San José, Costa Rica MSD A tiempo completo

**Job Description**:
This is a regional support position and will be accountable and responsible for the front office support effectively and with outstanding customer service to the internal clients (local stakeholders) and external clients (suppliers), providing solutions to all kinds of queries related to the STS process: procurement, vendor set-up, invoice processing, and payments. All the support is applicable to all markets in the Americas with a special focus on Canada/US and Brazil.

The responsibilities of the Resolution Center Analyst is to ensure:

- Effectively escalate issues to Tier II, other teams, or manager when support is needed to find a resolution.
- Work closely with other STS teams to support the resolution of the cases received, related to the STS operation.
- Proactively follow up on the unresolved cases to avoid aging and to find a quick resolution.
- Manage urgent and expedite requests as well as bulk requests.
- Experience in AP troubleshooting, reconciliation, and Account Payables processes.
- Assist in communications that need to be sent to internal business customers and/or vendors.
- To train coworkers, vendors, or internal stakeholders in the STS processes under the Resolution Center scope if is required.
- Identify opportunity areas within the processes and make recommendations and implement process optimizations.
- Effectively escalate issues to the AMS team (technical support) when a system issue is identified in the SAP ARIBA system.

This person would report to a team manager, within the AMERICAS Source to Settle group.

**People skills**
- Discipline
- Proactive
- Ability to execute
- Great communication skills **(Portuguese and English at a business proficient level)**:

- Customer-centric mentality
- Self-starter
- Self-motivated
- To be resolutive
- Ability to work independently and as a team player

**Requirements**:
**Education**: bachelor’s degree in business administration, accounting, finance, or Industrial Engineering.

**Experience**: Experience in Procurement to Pay (PTP) processes:

- Account Payables/Troubleshooting**: Must**:

- Procurement: Preferred
- Vendor Master Data: Preferred
- Payments: Preferred
- Travel & Expenses: Preferred

Needs to be a good communicator as stakeholders and vendors would receive remote support.

**Languages**: required fluent written and oral **Portuguese and English.**

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Regular

**Relocation**:
No relocation

**VISA Sponsorship**:
**Travel Requirements**:
**Flexible Work Arrangements**:
Hybrid

**Shift**:
**Valid Driving License**:
**Hazardous Material(s)**:
**Number of Openings**:
1
**Requisition ID**:R197549


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