Customer Service Consultant

PURCHASING (UA-PUR-IUBLA)

Indiana University's procurement system, BUY.IU, is driven by supplier data. The accuracy and security of this data is critical to the success of university purchases and payments, as well as accurate and timely tax reporting. This position is the first point of contact between the payee (supplier) and the IU department issuing the payment. Providing a positive experience for both stakeholders is imperative.

• Provides concierge payment service to service providers (who might include Nobel Laureates, Academy Award winners, Grammy Award winners, and other academic, artistic, and public-policy luminaries).
• Works within the university procurement system and deals with complex domestic and international tax, banking, foreign currency, and payment issues, and is responsible for the safe handling of confidential information.
• Manages the liaison between departments and suppliers to ensure their timely and successful payment according to customer needs.
• Proactively manages highly complex cases from initiation to resolution with minimal escalation.
• Identifies customer service and operational issues and/or areas of improvement and implements solutions to improve processes and/or operational efficiency to ensure prompt, accurate, and easy payment; participates in testing, quality assurance and quality control efforts.
• Ensures compliance with department processes, university policies, and state and federal regulations.

• Resolves escalated concerns from clients and determines any appropriate changes to processes and procedures to circumvent similar concerns in the future.
• Manages and resolves complex customer service concerns for high-level clients, working with a high degree of confidentiality and professionalism.
• Determines appropriate process and procedure changes based on customer service concerns and works with cross-functional teams to provide efficient and customer-friendly processes based on customer service concerns and feedback.
• Provides exceptional, high-level customer service and troubleshooting to a variety of customers that may include current and prospective students, parents, employees, departmental representatives, and other stakeholders and cross-functional internal teams.
• Builds and maintains high-level business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty, provide information, and resolve process concerns and issues about university programs and services.
• Provides guidance and assists other customer service colleagues on questions and issues.

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

• Bachelor's degree in related field.

• Related experience

• Proficient communication skills.
• Maintains a high degree of professionalism.
• Demonstrates time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Possesses flexibility to work in a fast-paced, dynamic environment.
• Highly thorough and dependable.
• Possesses a high degree of initiative.
• Demonstrated customer service skills.
• Ability to build strong customer relationships.
• Friendly and service-oriented.
• Strong verbal communication and listening skills.
• Demonstrated problem solving skills.
• Effective interpersonal skills.
• Effective conflict management skills.
• Demonstrated time management and priority setting skills.

• Effective conflict management skills.
• Proficient with the Microsoft Office suite.
• Experience with CRM (e.g., Salesforce).
• Experience with Data analytics (e.g., Excel; Power Query).
• Knowledge of vendor networks (e.g., Jaggaer, Paymentworks), as supplier and/or customer.

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Bloomington, Indiana

This position is eligible to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs.

$48,000 - $50,000 annually (depending upon qualifications)

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan…