Vendor Support Lead

POSITION SUMMARY:

The Vendor Support Lead will be responsible for interacting with a broad range of potential vendors invited to register via our Ariba SLP vendor portal. They will use their knowledge of the Ariba system to support and guide the Vendor Support Specialists when questions arise. The Lead will ensure best practices are followed by the VST when providing direction and hosting Team meetings with vendors who are onboarding. The Lead will have escalated security roles assigned to them in Ariba which will allow them to perform activities that the regular VST Specialists cannot. Because of this, the successful candidate will have excellent decision-making skills, and will recognize when escalation to VST Management is required. Excellent communication skills are essential to effectively instruct domestic and international vendors of widely varying levels of technical expertise in the proper use of the Ariba SLP system. The successful candidate will be an effective team builder, must be extremely service-oriented and have the ability to adapt their approach and the willingness to keep working on an issue until it is fully resolved.

ESSENTIAL FUNCTIONS:

Provide guidance to Vendor Support Specialists and answer questions related to the Ariba onboarding process.

Escalate to VST Management or technical teams when necessary.

Act as primary contact for APAC VST when invitations need to be resent or more complicated support issues arise.

Monitor ticket resolutions to ensure VST members are accurately providing guidance and keeping tickets up to date.

Provide ticket statistics to VST Management when requested.

Develop an in-depth understanding of the Ariba registration process, including the creation of new Ariba accounts and linking existing accounts to IPG forms.

Act as the primary contact between IPG and Ariba support to resolve vendor registration issues.

Assist in routine inactivation of expired registration invitations, and other system activities as needed.

Develop and update our process documentation as scenarios are encountered or changed.

Active involvement in the expansion of the use of the Ariba SLP system.

EDUCATION AND EXPERIENCE REQUIREMENTS:

Bachelor’s degree preferred, or applicable experience in lieu.

Proven leadership ability effectively building a cohesive team.

Confident/experienced user of Excel (spreadsheets, file management, basic commands and formulas)

Excellent written and verbal communication skills.

Knowledge of Ariba SLP is highly desirable.