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Key Responsibilities and Required Skills for Vendor Support Assistant

💰 $45,000 - $65,000

AdministrationSupply ChainProcurementCustomer Support

🎯 Role Definition

As a Vendor Support Assistant, you will be the backbone of our supply chain operations, providing essential support to both our internal teams and our external vendor partners. You are the first point of contact for vendor inquiries, responsible for everything from onboarding and data management to issue resolution and payment queries. Your primary goal is to foster a seamless and positive vendor experience, ensuring compliance, accuracy, and efficiency throughout the entire procure-to-pay lifecycle. This position requires a unique blend of customer service excellence, administrative prowess, and a keen eye for detail to help us build and maintain a world-class supplier network.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Administrative Assistant
  • Data Entry Clerk
  • Accounts Payable/Receivable Clerk

Advancement To:

  • Vendor Relationship Manager
  • Procurement Specialist / Analyst
  • Supply Chain Coordinator
  • Contract Administrator

Lateral Moves:

  • Accounts Payable Specialist
  • Logistics Coordinator
  • Junior Buyer

Core Responsibilities

Primary Functions

  • Serve as the primary, front-line point of contact for all inbound vendor inquiries via email, phone, and dedicated support portals, ensuring timely, accurate, and professional resolutions.
  • Manage the end-to-end vendor onboarding process, including collecting, verifying, and processing essential documentation such as W-9 forms, banking details, insurance certificates, and contact information.
  • Maintain the integrity and accuracy of the vendor master file within our ERP system, performing regular audits and updates to reflect changes in vendor status, contacts, or payment information.
  • Diligently investigate and resolve a wide range of vendor issues, including invoice discrepancies, payment status inquiries, and purchase order (PO) mismatches, by collaborating with Accounts Payable and Procurement teams.
  • Act as a crucial liaison between vendors and internal departments (e.g., Finance, Logistics, Operations) to facilitate clear communication and expedite problem-solving.
  • Proactively communicate company policies, procedures, and system requirements to new and existing vendors to ensure compliance and smooth collaboration.
  • Assist in the management of purchase orders, including creation, distribution, and tracking, to ensure alignment with vendor records and timely fulfillment.
  • Generate and analyze routine reports on vendor performance, inquiry trends, and resolution times to identify areas for process improvement.
  • Support the vendor relations team by preparing materials for supplier business reviews and tracking key performance indicators (KPIs) like on-time delivery and invoice accuracy.
  • Manage and provide guidance on the use of our vendor self-service portal, assisting suppliers with registration, navigation, and troubleshooting.
  • Conduct thorough follow-ups with vendors on outstanding information requests, order confirmations, or unresolved issues to ensure closure.
  • Document all vendor interactions, inquiries, and resolutions meticulously in our CRM or ticketing system to maintain a comprehensive and accessible history.
  • Assist the procurement team with administrative tasks related to sourcing events, including Request for Proposal (RFP) and Request for Quotation (RFQ) documentation.
  • Monitor order statuses and collaborate with vendors to obtain shipping confirmations and tracking information, providing updates to internal stakeholders.
  • Build and nurture strong, positive, and lasting relationships with our diverse supplier base through consistent and empathetic communication.
  • Validate and process vendor change requests, adhering to strict internal controls to prevent fraud and ensure data security.
  • Educate vendors on our electronic invoicing standards and processes, encouraging adoption and troubleshooting submission errors.
  • Triage and escalate complex or sensitive vendor disputes to senior management or the appropriate department for resolution.
  • Participate in system testing (UAT) for upgrades or changes to the vendor portal, ERP, or other related procurement systems.
  • Review and reconcile vendor statements against our internal records to identify and address any outstanding credits or debits.

Secondary Functions

  • Assist in the development and continuous improvement of vendor support processes, workflows, and standard operating procedures (SOPs).
  • Contribute to the creation and maintenance of a knowledge base and FAQ documentation for both internal teams and external vendors.
  • Provide general administrative support to the broader Procurement and Supply Chain departments as required.
  • Participate in cross-functional projects that require vendor data analysis, coordination, or communication support.

Required Skills & Competencies

Hard Skills (Technical)

  • MS Office Proficiency: Advanced skills in Microsoft Excel (VLOOKUP, pivot tables, formulas), Word, and Outlook.
  • ERP System Experience: Hands-on experience with at least one major ERP system (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics).
  • Procurement/AP Software: Familiarity with procure-to-pay (P2P) platforms like Coupa, Ariba, or a similar system is highly desirable.
  • Data Entry & Accuracy: Exceptional typing speed and a proven track record of high-accuracy data entry and management.
  • Ticketing/CRM Systems: Experience using support ticketing or CRM software such as Zendesk, Salesforce Service Cloud, or Jira.
  • Reporting Skills: Ability to generate, format, and interpret basic reports to track metrics and identify trends.

Soft Skills

  • Communication: Outstanding written and verbal communication skills, with the ability to convey information clearly and professionally to diverse audiences.
  • Problem-Solving: Strong analytical and critical-thinking abilities to investigate issues, identify root causes, and implement effective solutions.
  • Organization & Time Management: Superior organizational skills with a demonstrated ability to multitask, prioritize a high-volume workload, and meet deadlines in a fast-paced environment.
  • Attention to Detail: An exceptional eye for detail and accuracy, particularly when handling financial information and vendor data.
  • Customer-Centric Mindset: A genuine passion for providing excellent service and building positive, long-term relationships.
  • Interpersonal Skills: The ability to work collaboratively and build rapport with both internal colleagues and external partners.
  • Adaptability: Flexible and resilient, with the ability to adapt to changing priorities and processes.
  • Conflict Resolution: Calm and professional demeanor with the ability to de-escalate situations and handle difficult conversations effectively.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent. An Associate's Degree is a strong plus.

Preferred Education:

  • Bachelor's Degree from an accredited college or university.

Relevant Fields of Study:

  • Business Administration
  • Supply Chain Management
  • Finance or Accounting
  • Communications

Experience Requirements

Typical Experience Range:

  • 2-4 years of professional experience in a role involving customer support, vendor relations, accounts payable, or procurement administration.

Preferred:

  • Direct experience in a high-volume vendor-facing support or onboarding role.
  • Proven experience working within a corporate procurement or finance department.
  • Background in an industry with a complex supply chain, such as manufacturing, retail, or technology.
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