Supply Chain Support Analyst
Kforce has a client in Philadelphia, PA that is seeking a Supply Chain Support Analyst. This role is onsite Monday through Friday. Summary: The Supply Chain Support Associate plays a critical role in handling/triaging incoming inquiries from both internal and external Supply Chain stakeholders to ensure that questions are answered and/or that inquiries are referred to the right personnel/department. This includes providing guidance on new item requests, contract needs, requisitions, purchased orders and deliveries. Essential Functions: Respond to internal and external supply chain stakeholder inquiries:
- Utilize a ticketing tool to manage and respond to internal and external customer service inquiries related to various supply chain functions promptly
- Escalate/triage tickets as necessary to ensure that inquiries are appropriately handled by the correct departments
- Follow standard procedures to ensure consistency and efficiency in handling customer requests
- Comply with key SLAs including response times and resolution times for customer inquiries.
- Monitor and track ticket progress to ensure timely resolution in accordance with established SLAs; Report any potential delays or issues in meeting SLAs to management promptly and propose solutions
- Ensure that all materials are comprehensive, current, and easily accessible to both internal and external customers (as needed)
- In collaboration with the SCM Education Coordinator, communicate training materials and requirements to stakeholders, including SCM leadership, team members, and external partners, and obtain buy-in
- Maintain a thorough understanding of supply chain processes, standards, and best practices
- Stay updated on changes within the supply chain to provide accurate information to customers
- Workday support experience
- Proficiency in customer service ticketing tools and software
- Strong problem-solving abilities and a proactive approach to addressing customer issues
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