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Key Responsibilities and Required Skills for Vendor Support Specialist

💰 $45,000 - $65,000

Vendor ManagementCustomer SupportOperationsSupply ChainProcurement

🎯 Role Definition

The Vendor Support Specialist is a pivotal role within the operational framework of an organization, acting as the central point of contact and primary liaison for all third-party vendors and suppliers. This position is dedicated to fostering strong, positive, and productive relationships, ensuring seamless collaboration from onboarding through the entire vendor lifecycle. The specialist is responsible for resolving inquiries, managing data, ensuring compliance, and facilitating smooth transactional processes. By providing exceptional support and proactively addressing issues, the Vendor Support Specialist ensures that the company's supply chain and partner ecosystem are efficient, reliable, and aligned with strategic business goals.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Procurement Assistant
  • Administrative Coordinator
  • Accounts Payable Clerk

Advancement To:

  • Senior Vendor Support Specialist
  • Vendor Relationship Manager
  • Procurement Manager
  • Supply Chain Analyst

Lateral Moves:

  • Contracts Administrator
  • Junior Buyer
  • Operations Coordinator

Core Responsibilities

Primary Functions

  • Serve as the first point of contact for all inbound vendor inquiries, including but not limited to payment status, invoice processing, onboarding requirements, and system support.
  • Manage and resolve a high volume of vendor support tickets and cases through various channels like email, phone, and dedicated support portals, ensuring adherence to established service level agreements (SLAs).
  • Guide new vendors through the entire onboarding process, including the collection and verification of necessary documentation such as tax forms (W-9/W-8), banking information, and insurance certificates.
  • Maintain and ensure the accuracy of the vendor master file, performing regular updates to contact information, payment details, and other critical data points within the company's ERP or VMS.
  • Troubleshoot and resolve vendor payment and invoice discrepancies by collaborating with internal Accounts Payable, Procurement, and business departments.
  • Educate vendors on company policies, procedures, and the use of procurement or payment platforms to promote self-service and reduce future inquiries.
  • Proactively communicate with vendors regarding policy changes, system updates, or potential disruptions to payment cycles to maintain transparency and goodwill.
  • Monitor vendor compliance with contractual terms, company policies, and regulatory requirements, escalating non-compliance issues to the Vendor Manager or Procurement lead.
  • Assist in the generation and distribution of regular reports on vendor performance, support ticket volume, resolution times, and other key performance indicators (KPIs).
  • Develop and maintain a comprehensive knowledge base, including FAQs and standard operating procedures (SOPs), to streamline support processes and ensure consistent service delivery.
  • Act as an internal advocate for vendors, channeling feedback to relevant departments to drive improvements in procurement-to-pay processes.
  • Process and validate vendor-related transactions, such as purchase orders and invoice submissions, ensuring accuracy and proper coding before routing for approval.
  • Support vendor offboarding procedures, ensuring all final payments are made, accounts are closed, and system access is revoked in a timely manner.
  • Participate in user acceptance testing (UAT) for new systems or upgrades to the vendor management or procurement platforms, providing valuable end-user feedback.
  • Investigate and resolve issues related to electronic data interchange (EDI) transactions or other automated data feeds from vendors.
  • Facilitate the resolution of disputes between vendors and internal stakeholders, acting as a neutral mediator to find mutually agreeable solutions.
  • Conduct regular audits of vendor data to identify and correct inconsistencies, duplicates, or outdated information, ensuring high data integrity.
  • Assist with the preparation of materials for vendor business reviews, providing data on support trends, performance metrics, and relationship health.
  • Triage complex vendor issues, gathering all necessary information before escalating to senior specialists, management, or technical teams for resolution.
  • Foster a collaborative and positive environment by building rapport with key vendor contacts and internal team members across the organization.

Secondary Functions

  • Support ad-hoc data requests from procurement and finance teams regarding vendor spend, diversity, and performance metrics.
  • Contribute to the continuous improvement of vendor support processes by identifying inefficiencies and suggesting practical solutions.
  • Collaborate with the IT department to troubleshoot vendor portal access issues or other system-related problems affecting suppliers.
  • Participate in cross-functional projects that require vendor coordination, communication, or data management.

Required Skills & Competencies

Hard Skills (Technical)

  • Vendor/Supplier Management Systems (VMS): Proficiency in using platforms like SAP Ariba, Coupa, Beeline, or other industry-standard VMS.
  • CRM/Ticketing Software: Experience with systems such as Zendesk, Salesforce Service Cloud, or Jira Service Management for tracking and resolving inquiries.
  • ERP Systems: Working knowledge of Enterprise Resource Planning software like Oracle, SAP, or NetSuite, particularly the Accounts Payable and Procurement modules.
  • Microsoft Office Suite: Advanced proficiency in Microsoft Excel (VLOOKUP, pivot tables, data analysis) and competence in Word, Outlook, and PowerPoint.
  • Data Entry and Management: High accuracy and speed in data entry with a strong understanding of database maintenance and data integrity principles.
  • Invoice Processing: Familiarity with invoice formats, purchase order matching (2-way/3-way), and the end-to-end accounts payable cycle.
  • Contract Administration: Basic understanding of contract terms, compliance, and documentation requirements.
  • Reporting & Analytics: Ability to pull data from various systems and create clear, concise reports on key metrics.
  • Onboarding Procedures: Knowledge of the steps and documentation required for setting up new suppliers, including tax and compliance forms.
  • Procure-to-Pay (P2P) Process: A solid understanding of the entire P2P lifecycle, from requisition to payment.

Soft Skills

  • Communication (Written & Verbal): Ability to communicate clearly, concisely, and professionally with both internal stakeholders and external partners.
  • Problem-Solving & Critical Thinking: Skill in identifying the root cause of an issue, evaluating potential solutions, and implementing the most effective one.
  • Customer Service Orientation: A genuine desire to help and support vendors, demonstrating patience, empathy, and a positive attitude.
  • Attention to Detail & Accuracy: Meticulous approach to handling data, documentation, and communications to prevent errors.
  • Relationship Building: The interpersonal skill to build trust, rapport, and long-term positive working relationships with vendor contacts.
  • Time Management & Organization: Ability to prioritize a high volume of tasks, manage deadlines effectively, and work in a fast-paced environment.
  • Conflict Resolution & De-escalation: Capacity to handle frustrated or upset vendors calmly and professionally, guiding conversations toward a positive outcome.
  • Adaptability: Flexibility to adjust to changing processes, systems, and priorities.
  • Patience & Resilience: The ability to handle repetitive tasks and challenging situations without compromising quality or professionalism.
  • Teamwork & Collaboration: Eagerness to work cooperatively with colleagues in procurement, finance, and other departments to achieve common goals.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

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

Experience Requirements

Typical Experience Range: 2-5 years of experience in a relevant role.

Preferred: Direct experience in a vendor support, B2B customer service, accounts payable, or procurement operations role is highly desirable. Experience working with a formal ticketing system and a large vendor base is a significant plus.

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