Procurement Help Desk - Southeast Asia

IBPM is looking for a sourcing and procurement (S&P) professional to fill a staff augmentation role in providing Procurement Help Desk services for our Pharma client's nine locations in Southeast Asia comprising Indonesia, India, Korea, Malaysia, Singapore, The Philippines, Thailand, Taiwan and Vietnam. As staff augmentation, you will work onsite at our client office in Ho Chi Minh city or work from home and will report directly to our client based in Singapore.
Local language support is an important aspect of the role. The primary work language will be in English. However, some countries, especially Korea, will often communicate in their local languages. there are local languages that will be required for Korea (Korean), Indonesia (Bahasa Indonesia), Taiwan (Mandarin), Thai (Thai) and Vietnam (Vietnamese). Korean being a high local language location, you should have English, Vietnamese at minimum and Korean language (Topik 5-6) proficiency a big plus. You will have access to the other local languages via our Infosys network of employees in APAC for support if and when required.
To be successful in this role, you must be self-managed and require minimum supervision. The other personal attributes include self-motivation, self-confidence, willingness to take ownership and accountability, flexibility in multi-tasking and working in a collaborative team culture.
Your Procurement Help Desk responsibilities will comprise the following:
• Resolve Procurement Queries or Cases:
― Receive as first and primary contact end-users and suppliers
― Acknowledge receipt of query to requesters; use Google Translate to understand inquiry as required
― Track and provide case resolution status to end-users until closure
― Triage queries (e.g., clarification, research workflow, client procurement team support for resolution); for local language support in this process, coordinate with Infosys local language support network for translation
― Provide response to end-user; for responses in local language, coordinate with Infosys local language support network to translate
― Confirm case closure with end-users
• Drive Self-service Help Desk: Continuously drive help desk efficiency and effectiveness via development of Frequently Asked Questions (FAQ), case examples, process changes on client information portal
• Support supplier communication:
― Administer Supplier Risk Assessment questionnaires
― Support supplier communication needs as required
• Other support needs as required subject to bandwidth