Contact Center Analyst

Req ID: 120825
Remote Position: No
Region: Asia
Country: Malaysia
State/Province: Bayan Lepas
City: Penang

**General Overview**:
**Functional Area**: SCM - Supply Chain Management
**Career Stream**: CMT - Commodity Management
**Role**: Analyst
**Job Title**: Commodity Management Analyst
**Job Code**: ANA-SCM-COMM
**Band**: Level 07
**Direct/Indirect Indicator**: Indirect

**Summary**:
Provide contact center support for clients on Indirect Procurement
Interact with clients to provide and process information in response to inquiries, and requests for Indirect Procurement.

**Detailed Description**:
Performs tasks such as, but not limited to, the following:

- Obtain and evaluate all relevant information to respond promptly to client inquiries
- Perform client verifications
- Organize workflow to meet and exceed customer service level agreements (SLA’s)
- Maintain records of customer interactions and transactions, details of inquiries, and actions taken
- Communicate and coordinate with internal departments to assist in resolving cases
- Perform data updates in various systems based on requests
- Take independent action to gather ideas and gain consensus with cross-functional teams on process improvement recommendations.
- Support the reporting of Contact Centre and functional metrics including SLA compliance, turnaround time.
- Work closely with the commodity management teams, and other teams on functional initiatives and improvement.

**Knowledge/Skills/Competencies**:

- Knowledge in Indirect Procurement process and experience working in a shared service organization will be an advantage
- Experience in SAP / ERP systems, and CRM / Case management tool will be an advantage.
- Knowledge of customer service principles and practices
- Strong systems skills, including common office platforms such as MS Office and Access, along with have strong analytical skills.
- Knowledge of purchasing practices and procedures.
- Basic understanding of specific customer needs.
- Good communication, negotiation and presentation skills.
- Ability to handle multiple tasks while maintaining attention to detail and accuracy and working under tight time deadlines.
- Ability to evaluate, prioritize and problem solve a variety of tasks to ensure their timely and accurate completion.
- Ability to communicate effectively, both verbally and in writing, with a wide variety of internal and external customers.

**Physical Demands**:

- Duties of this position are performed in a normal office environment.
- Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
- Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

**Typical Experience**:

- Two to four years relevant experience.

**Typical Education**:

- Bachelor's degree in related field (Business or Engineering), or consideration of an equivalent combination of education and experience.
- Educational requirements may vary by geography.

**Notes**:
Celestica is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on any protected status (including race, religion, national origin, gender, sexual orientation, age, marital status, veteran or disability status or other characteristics protected by law).

**COMPANY OVERVIEW**:
Celestica (NYSE, TSX: CLS) enables the world’s best brands. Through our recognized customer-centric approach, we partner with leading companies in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment and Energy to deliver solutions for their most complex challenges. As a leader in design, manufacturing, hardware platform and supply chain solutions, Celestica brings global expertise and insight at every stage of product development - from drawing board to full-scale production and after-market services for products from advanced medical devices, to highly engineered aviation systems, to next-generation hardware platform solutions for the Cloud. Headquartered in Toronto, with talented teams spanning 40+ locations in 13 countries across the Americas, Europe and Asia, we imagine, develop and deliver a better future with our customers.

Celestica would like to thank all applicants, however, only qualified applicants will be contacted.
Celestica does not accept unsolicited resumes from recruitment agencies or fee based recruitment services.