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Analyst, Supplier Support
Fashion Industry Company
Melville, NY, United States
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POSITION SUMMARY
The Supplier Support Analyst will provide Supplier Portal/SupplierNet training and support activities for external suppliers. Perform web-based and instructor-led trainings, answer phone calls or respond to emails to resolve supplier issues and provide production support of web-based transactional systems. Develop strong relationships and communication with Procurement, Planning, Inventory Control and Quality to be able to assist suppliers on their business and/or process questions. He/She will be expected to participate in all activities that comprise the training and support, including: disseminating documentation, generating reports, arranging trainings, delivering trainings and answering support questions. The Supplier Support Analyst must possess strong analytical and interpersonal skills, must be well-organized, have the ability to work independently, make decisions quickly and solve problems based on factual information and innovative solutions. Quick learner, comfortable and savvy with basic systems. SAP experience is a must.
KEY RESPONSIBILITIES:
• The Supplier Support Analyst acts as the first point of contact by our external suppliers.
• Provides assistance, from systems/process/business perspectives, to all our 900+ external suppliers with about 10 - 15 issues per day; and a resolution that varies from 30 minutes to 48 hours depending on the severity of the issue.
• Monitors the Supplier Support and Third Party Full Service Center mailboxes and handles emails based on a First In, First Out basis. He/She is also logged into our HiPath software which is our Call Center application and responses to incoming calls from our suppliers. *Action to resolution on the following issues: Systems - if the Supplier Portal is not behaving as expected or if a document is not available to the suppliers for printing; Process - suppliers inquiring how to action a transaction if they've received a hard stop or if there's some data inaccuracy; Business - suppliers/Estee Lauder planners/procurement on Purchase Order Confirmation/ASN publishing/Batch management Request/Actual Consumption reporting/Quality Notiifcations *Analyzes Electronic Data Interchange (EDI) Purchase Orders and Advanced Shipping Notification data issues when our EDI suppliers are not able to receive their data or when we don't see on our EDI system the suppliers' data feed. He/She coordinates with the supplier's EDI coordinator the correct EDI data mapping to ensure successful transmission of data. *Strong analytics are needed to better understand the complexities of the Subcontracting processes particulary how a batch information is very important on a Finished Good item for tracking purposes when the product becomes defective and on the actual consumption report to ensure that what we've provided our suppliers will match our internal inventory.
• The Supplier Support Analyst trains our new suppliers or new users with our supplier on the Supplier Portal functionalities, including: - Purchase Order Confirmation, Advanced Shipping Notification (ASN) Publishing and printing of POs, - Subcontracting steps involving Goods Receipt process, Batch Management Request, Actual Consumption reporting, creation of Customs Invoices and printing/understanding their Source Lot Inspection - How to view and understand the different Supplier Portal reports such as Delfor (delivery forecast, Pricing Parameters, Unconfirmed POs, PO dashboard, Missing Parameters, Inbound Materials and Expiring Material.
• Manage and respond to their Quality Notifications and rejects * The Supplier Support Analyst provides refresher trainings to users who are only able to understand the Supplier Portal functionalities once they start using the system
• The Supplier Support Analyst provides trainings to our low volume Third Party manufacturers explaining to them the Subcontracting concept and how the Supplier Support team can perform the transactions on their behalf by submitting us a TPM-FSC form * Partners with Procurement Leads to understand the categorization of a supplier so we can provide the proper training that each of our supplier should know in order to conduct business with us.
• On an average, we do get 1 to 2 NEW suppliers every month requiring New supplier training. REFRESHER Trainings are done 2 - 3 times a week. Low volume Third Party manufacturer trainings are done 1 - 2 times a month. On a need to basis, he/she may need to visit the supplier's site to conduct an on-site instructor lead training otherwise, these trainings are done via a webconference call.
• Responsible for training materials - updated and shared with the suppliers as reference materials.
*Partner with the following teams:
1. Planning (Materials Management/Third Party Planning) - acts a liaison to the Planning team if there are master data issues on the Purchase Order related to quantity, tolerance limit and delivery date reported by the suppliers. He/She advices the Third Party Planners if suppliers are not able to perform batch management, report actual consumption and print their customs invoices. Most of the time, planners have to fix the Bill of Material or material status as part of issue resolution. 2. Procurement Leads/GSR - coordinates any pricing issues or any non-conforming suppliers. 3. Quality - Works with the QA team any batch info changes requested by the suppliers or if a Source Lot Inspection is not available for printing. 4. Inventory Analyst - collaborates any inventory related matters. He/She seeks assistance of the Inventory Analyst in updating the Inbound Delivery number and ASN quantity in order for suppliers to print their customs invoice. 5. P2P Production Support team - escalates level 3 issues with our P2P Production Support team and works with them on the data analysis, testing and issue resolution.
• Performs the Subcontracting processes from Goods Receipt, Batch Management Request, Actual Consumption reporting, Source Lot Inspection creation and printing of Customs Invoices of our low volume suppliers as part of the Third Party Manufacturer (TPM) - Full Service Center (FSC) initiative. The TPM-FSC suppliers are trained in filling out the TPM-FSC form which they have to email to the Supplier Support team's TPM FSC mailbox. The TPM-FSC forms are handled on a First In, First Out basis.
• Track all the emails into the Supplier Support Ticketing Sharepoint site. * Distributes mass email communication if there are SAP systems related issues that's affecting the performance of the Supplier Portal or any business-related information that the Planning or Procurement teams would like to share with our suppliers. Monitors the mass email communication tracking report to ensure suppliers have received the email on a timely fashion.
QUALIFICATIONS
University Degree
Experience with Web Services and SAP
Excellent verbal and written communication skills required.
Procurement, Planning and Subcontracting or Manufacturing experience required
Supply Chain Experience Preferred
Fluent in English
EEO
We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.