Procurement Operations Specialist

At IBM Finance & Operations, we are the backbone of IBM’s transformation driving efficiency, transparency, and smart decision-making across the business. Our teams provide the insight and discipline that guide strategy, ensure financial strength, and enable IBM to invest in innovation and growth. Working in Finance & Operations means combining analytical skills with collaboration and curiosity. You’ll partner with colleagues across functions and geographies, using data, technology, and process excellence to create solutions that improve performance and deliver measurable impact. IBM offers continuous learning, career development, and a culture that values diverse perspectives. Join us and be part of a global team that keeps IBM moving forward, while building your own future in a dynamic and evolving environment.

As a Procurement Operations Specialist, you will be responsible for receiving help requests from customers' internal clients and suppliers, providing support in designated languages.

You will follow call quality standards to conduct calls, being courteous and empathetic to clients.

Your primary responsibilities will include

• Receive and Respond to Help Requests: Receive help requests from customers' internal clients and suppliers, determining if the request is a procurement application and/or process question or problem.
• Provide Application Support: Provide 'how do I' (walk-through) application or status support for questions, and gather relevant problem information for problem reports.
• Document and Escalate Issues: Create a call log for every help request, ensuring accurate contact information and problem/question documentation, and escalate problems to the appropriate level two contact.
• Consult Knowledge Database: Consult the knowledge database for guidance in responding to clients' questions, utilizing experienced knowledge of procurement and working knowledge of Coupa applications.
• Collaborate with Team: Work with the customer assistance center manager and team lead to ensure effective issue resolution.
• Exposure to Procurement Applications: Familiarity with procurement applications, including Coupa, to support client/supplier help requests and provide application support.
• Understanding of Procurement Processes: Knowledge of procurement processes and procedures to determine the nature of client requests and provide accurate guidance.
• Experience Working with Call Quality Standards: Exposure to call quality standards to conduct calls in a courteous and empathetic manner.
• Basic Knowledge of Issue Documentation: Understanding of the importance of accurate contact information and problem/question documentation for effective issue resolution.
• Familiarity with Knowledge Databases: Exposure to knowledge databases to consult for guidance in responding to clients' questions.
• Working Knowledge of Coupa : Familiarity with SAP applications and transactions to support client/supplier help requests and provide application support.
• Procurement Process Knowledge: Understanding of clients' specific processes and procedures to determine the nature of client requests and provide accurate guidance.
• Knowledge Database Consultation: Exposure to knowledge databases to consult for guidance in responding to clients' questions and provide effective issue resolution. India Enterprise Operations Professional Bangalore, IN