Customer Service Representative-E-Procurement

Position Summary

Customer Service Representative (eCommerce) – The Customer Service Representative has the knowledge and skillset to effectively support the day‑to‑day operations of Avendra’s Customer Service Department and Call Center, providing world‑class customer service by serving as a single point of contact for all customer inquiries regarding products and services available through Avendra.

The ideal candidate will be based in Rockville, MD, or Irvine, CA.

Senior Manager, Customer Service

• Effectively support the day‑to‑day operations of Avendra’s Customer Service department.
• Provide customer service support to all Avendra customers, with a primary focus on customers utilizing the iBuyEfficient and Nexus platforms.
• Respond to customer support inquiries for 1‑866‑AVENDRA, the customer service email inboxes and live chat with timeliness and courtesy.
• Identify and resolve system and service‑related concerns expressed by customers.
• Monitor and maintain technical integrations with various systems: EDI transmissions, Accounts Payable Integrations, Supplier Catalog Integrations.
• Develop and maintain mastery of internal Administration Tools, Avendra Supplier programs and Avendra’s E‑Commerce platforms.
• Consistently portray a strong, positive message to the team based on set directives, established team goals, company goals and general company philosophy.
• Collaborate with Manager, Customer Service and other key stakeholders internally and externally to ensure customer satisfaction.
• Conduct Nexus client demos, implementations and customer training.
• Interact with all levels of management within Avendra in addition to suppliers and customers.

• Support release of new technology by conducting user acceptance testing and providing the voice of customer feedback.
• Identify opportunities for process improvement through refined procedures, tools/templates, and by leveraging technology.
• Support the onboarding and training of new hires.
• Complete special projects/assignments as requested by the Manager of Customer Service.
• Provide support on holidays or weekends when required.

• Functional/Technical Skills.
• Effective written and oral communications.
• Problem solving & analytical skills.
• Relationship building.
• Planning and organization.
• Quality & continuous improvement.

• Excellent customer service skills and telephone etiquette.
• 1 year of experience navigating multiple IT platforms.
• Strong communication and interpersonal skills (written and verbal).
• Excellent organizational skills, great attention to detail, ability to function in a multi‑tasked and fast‑paced environment.
• Excellent listening, analytical skills and ability to be impartial.
• Ability to prioritize time‑sensitive issues.
• Training experience in a group, individual, or online setting preferred.
• Experience in hospitality, purchasing and/or procurement preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Bilingual in Spanish/English preferred.
• Willingness to work flexible hours when required.
• Minimum 2‑4 years of relevant experience.
• BS/BA in a relevant field or equivalent experience preferred.

Comprehensive benefit programs and services for eligible employees, including medical, dental, vision, and work/life resources. Benefits may include retirement savings plans such as 401(k) and paid days off such as parental leave and disability coverage. Employee eligibility and location may affect benefits.

• Generous PTO, vacation and 9 paid holidays.
• Volunteer days, community partnerships, Employee Assistance Program.
• Employee discounts on select services and products.
• Choice of three medical plan tiers, two carriers.
• Adoption assistance & paid parental leave.
• Tuition funding sources and scholarship programs.
• Retirement plan (401(k) or SIRP) with match on annual contributions.

The hourly rate for this position is $22 to $27.

This job operates in an office setting. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This is largely a sedentary role with some light lifting of files possibly needed.

Avendra is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or any other characteristic protected by law.