Specialist, Experience, NA

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Job Description:

We are searching for the best talent for Specialist Experience NA

Purpose:

The Specialist Experience NA serves as the single point of contact for the North America user experience related to procurement inquiries routed through AskGS (Ask Global Services) and supported by Global Services (GS) teams. This role partners closely with AskGS and procurement stakeholders to ensure timely resolution of requests clear enduser communication accurate knowledge content and effective service performance reporting. The Specialist also identifies and supports continuous improvement opportunities to enhance customer satisfaction and compliance with standard processes.

Key Responsibilities:

Qualifications / Requirements:

• Serve as the single point of contact (SPOC) between AskGS GS teams and requestors/business partners.

• Drive user satisfaction by communicating process changes coordinating knowledge content updates and ensuring required documentation and materials are available.

• Ensure a seamless requestor experience by coordinating with Procurement associates to resolve inquiries routed through AskGS.

• Support the transition of new activities to AskGS by documenting requirements coordinating knowledge transfer and monitoring early performance.

• Ensure compliance with defined processes when engaging with end users suppliers and GS associates.

• Participate in global projects and collaborate with the global Experience network to share best practices and align on standard ways of working.

User Experience Support

• Support data collection and reporting by compiling inputs tracking progress against targets and maintaining performance metrics.

• Identify user experience improvement opportunities through trend reviews and root cause analysis and support implementation with AskGS and GS partners.

• Collect and synthesize user feedback translate insights into actionable recommendations and track followthrough.

• Support improved customer satisfaction survey results through targeted communications and corrective actions.

• Develop job aids and deliver training to users and GS teams as needed.

• Support customer service recovery efforts by coordinating responses documenting actions and tracking outcomes.

Procurement Process Management

• Receive analyze and resolve procurement process inquiries and disputes.

• Maintain strong working knowledge of procurement processes and policies to provide accurate guidance.

• Support process mapping and documentation updates in collaboration with process owners.

• Create scripts process documentation and training materials.

• Train AskGS associates on updated procedures knowledge articles and common resolution paths.

Global Services Projects

• Participate in global AskGS/PEX/GS process meetings.

• Support data and analytics requests related to AskGS performance for GS leadership.

• Contribute to global continuous improvement initiatives through analysis documentation and coordination of actions.

AskGS Support

• Conduct regular audits of AskGS teams.

• Monitor performance trends and support prioritization of improvement actions.

• Participate in and facilitate working sessions to review trends escalations and actions.

• Serve as an escalation point for aging or escalated cases through resolution.

Other Duties

• Provide support and feedback to Procurement and GS leadership.

• Complete all required compliance training.

Qualifications

• Bachelors degree required; Business Finance Accounting Logistics Engineering or related field preferred.

• Minimum of three (3) years of related experience.

• Knowledge of procurement processes (requisitioning purchase orders invoicing sourcing).

• Proficiency in English.

• Customer service experience required.

• Demonstrated effectiveness working remotely with business partners preferred.

• Experience in a shared service center preferred.

• Six Sigma Green or Black Belt preferred.

• Strong interpersonal and negotiation skills preferred.

• Ability to travel up to 10% as required.

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