Global Supplier Helpdesk Analyst

Global Supplier Helpdesk provides high-quality, globally coordinated support to suppliers and internal stakeholders. Serving as the primary point of cont

• Supplier Support & Inquiry Management: Serve as the frontline contact for supplier inquiries via phone and ticketing systems. Triage, categorize, and route tickets to appropriate internal teams when necessary.
• Issue Resolution: Troubleshoot and resolve supplier issues related to payment queries by coordinating closely with Accounts Payable, Purchasing, and Plant who books the receipts.
• SLA & Ticket Tracking: Monitor and meet defined TAT of 2 business days for response. Proactively track ticket status, escalate delays, and drive timely resolutions.
• Documentation & Continuous Improvement: Maintain and update the team knowledge base, Standard Operating Procedures (SOPs), and FAQs. Identify opportunities for process optimization and system enhancements.
• Reporting & Analytics: Generate and analyze reports on ticket volumes, common issue types, supplier performance, and data quality to present actionable insights to management.
• Cross-Functional Collaboration: Partner with purchasing, Plant, and IT/S4 support teams to streamline workflows and resolve complex issues.
• Data Privacy & Security: Ensure strict adherence to regional data protection regulations and information security practices when handling sensitive supplier and financial information.

Required Skills

• Communication: Exceptional written and verbal communication skills with a strong customer-service mindset.
• Problem-Solving: Strong analytical and troubleshooting skills with high attention to detail.
• Time Management: Ability to prioritize and manage a high volume of requests concurrently in a fast-paced environment.
• Collaboration: Proven ability to work effectively across diverse, cross-functional, and global teams.

• Proactivity: Self-motivated with a continuous improvement mindset.

   

• Graduate degree in commerce having strong accounting skills
• Preferred Certifications (Optional) - SAP (S4 Hana) knowledge and prior experience in supplier query handling.
• Fluency in English (written and spoken) is required

 

DISCLAIMER: Ford Motor Company is an Equal Opportunity Employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.