Jobs for People with MS: National MS Society

Apply for Job Job ID 12719 Location Case Main Campus Full/Part Time Full-Time Regular/Temporary Regular Add to Favorite Jobs Email this Job Job Description POSITION OBJECTIVE Directly responsible for all aspects of the Customer Care Team operations to ensure professionalism, efficiency, and outstanding customer service while mitigating risk to the University and its constituents. Responsible for designing and implementing improved process or operational policies. Develop, maintain and market programmatic efforts to the Case Western Reserve University and related community. Use proactive measures within scope of the job responsibilities. ESSENTIAL FUNCTIONS Responsible for the management of daily customer service resolution of Purchasing and Accounts Payable issues. Handle any escalated issues, determine problem and provide resolutions. Serve as a leader and proactive liaison to internal and external customers on all University Business Policies providing guidance and direction. Maintain and communicate expert knowledge of general Purchasing and Accounts Payable policies. Frequently use the PeopleSoft database, Telax (phone system), PaymentNet4 and other databases in the resolution of end user queries. Investigate complex challenges regarding purchase orders, invoices, payment requests, travel requests, etc. Research resolution and communicate quickly and professionally with end users in a timely manner. (25%) Directly supervise the customer care team to ensure efficiency, professional and outstanding customer service. Hire and train new employees. Define and assign individual tasks, maintain schedules and standards. Make recommendations for proactive service enhancement and improvement. Utilize reports to recommend education and campus training for recurring questions and issues. Oversee the work of two student employees (September through May), and direct their tasks and projects to successful completion while providing valuable learning experiences. (20%) Develop and recommend departmental policies and procedures regarding customer service, vendor database management, audit controls, and human resource requirements. Serve as the administrator for the hosted call center. Develop schedules to produce accurate and timely information for reporting. Maintain, track, and produce data for all internal and external audits of the Procurement/ Accounts Payable offices. (10%) Collect, analyze, and interpret financial management information for ASO Vendors to assist with the preparation and recommendations for annual operating budgets. Provide ASO Vendor financial data for quarterly forecasting, mid-year close, annual budgeting, and annual year-end closing. Manage vendors to ensure proper governmental screening compliance, and authorize vendors for campus use. (10%) Collect information, statistics, and/or other data. Prepare moderate to complex reports or correspondence to support daily operations of the team and leadership. Perform administrative and various support duties including creating, editing, and proofreading moderate to intricate documentation such as presentations, spreadsheets, and email. (10%) Maintain knowledge of all applicable federal, state and, local regulations governing purchases and contracts within areas of responsibility. Actively seeks creative ideas and procedures from outside sources to provide the "Best of Class" Purchasing experience for the end user. Propose changes based on compliance. (10%) NONESSENTIAL FUNCTIONS: Serve as a backup to coordinate fulfillment with P-card administrator and process P-card applications. Serve as a backup for quarterly subcontract reporting processes. (5%) Maintain highly confidential information on staff, students, vendors and budgets. (5%) Perform other duties as assigned. (5%) CONTACTS Department: Great deal of daily interaction with uni