Quality vendor help desk

2 weeks ago


india JSW Full time

To ensure effective management and smooth operations of the Vendor Support Help Desk, providing high-quality service

to vendors while driving process improvements and maintaining compliance with company standards.


Key Result Areas

  • Operational Excellence: Lead the Vendor Support Help Desk team to ensure efficient response to vendor inquiries and resolve issues in a timely manner. Implement best practices to improve response times and User Experience.
  • Continuous Improvement: Drive initiatives to streamline help desk processes, reduce bottlenecks, and enhance overall efficiency. Identify opportunities for automation and technological enhancements.
  • Vendor Communication: Ensure effective communication with vendors through various channels (email, phone, etc.). Establish standard operating procedures for consistent and professional interactions.
  • Quality Assurance and Compliance: Ensure that help desk operations comply with company policies and industry regulations. Conduct regular quality assessments and implement corrective actions when necessary.
  • Training and Development: Provide ongoing training and development opportunities for the help desk team to enhance their skills and knowledge. Foster a supportive and collaborative work environment.
  • Manage the daily operations of the Vendor Support Help Desk for calls and Emails.
  • Develop and implement procedures to improve efficiency and vendor satisfaction.
  • Train team members on best practices and customer service standards.
  • Conduct regular team meetings to review performance and address issues.
  • Coordinate with other departments to ensure seamless vendor support.



Critical Tasks

  • Oversee daily operations of the Vendor Support Help Desk team.
  • Implement and refine process to improve vendor support services.
  • Resolve escalated issues and ensure vendor satisfaction.
  • Analyze help desk data to identify trends and areas for improvement.
  • Coordinate with internal departments to resolve Dependency & complex vendor issues.


Educational Background and Work Experience

  • Bachelor's degree in Business Administration, Management, or a related field.
  • Minimum of 8 years of experience in customer service or vendor support roles, with at least 3 years in a leadership position.
  • Experience with help desk software is preferred
  • Excellent communication skill
  • Flexibility to work with teams at different locations
  • Proficiency in Microsoft Excel and PowerPoint
  • Experience in shared services or a similar environment is an advantage


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