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hace 1 semana
About the Role
Kenvue is seeking a highly skilled and experienced Senior Requisition to Pay (R2P) End to End (E2E) Analyst to join our team. As a key member of our R2P organization, you will play a crucial role in ensuring efficient and high-quality customer service while resolving inquiries across various communication channels.
Key Responsibilities:
- Customer Support & Advance Issue Resolution: Provide high-level customer support via phone calls, emails, and chat, ensuring professional and timely resolutions. Promote and assist employees in using self-service options, systems, and tools, educating employees/suppliers on efficient issue resolution methods.
- Process Optimization & Strategic Initiatives: Utilize case management system and telephony tools for customer interactions and issue tracking. Evaluate and enhance operational workflows, implementing best practices for increased efficiency.
- Training & Communication: Apply training programs for new hires and junior analysts, ensuring consistent knowledge transfer. Maintain clear, concise, and empathetic communication tailored to each employee/supplier's needs.
- Performance Monitoring & Quality Assurance: Monitor key performance indicators (KPIs), such as service levels, queue management, and agent performance. Implement and oversee quality control measures to improve response accuracy and resolution times.
Required Qualifications:
- Bachelor's degree in Business Administration, Engineering, or Accounting.
- Conversational Portuguese B2.
- 3+ years of experience in Procurement, Finance, or Shared Services, with a focus on R2P Processes.
- Strong problem-solving and analytical skills, with the ability to identify process inefficiencies.
- A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction.
- Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations.
