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Reporting to the Director, Innovation and Operations Improvement, the Supply Chain Customer Service Manager will serve as a liaison between Supply Chain Operations and our DFCI community. This role will ensure that customer service is of the highest of standards ??? capable of representing DFCI Supply Chain Operations as dedicated customer service support within the procure to pay continuum.

The Customer Service Manager will liaise internally and externally with vendors, business constituents at all levels of the organization, and across the supply chain function to ensure accurate and timely responses for support and questions. This role will be responsible for managing the Supply Chain ServiceNow ticketing system to triage incoming inquiries/questions related to Purchasing, Accounts Payable, Contracting and Receiving/Logistics. The Supply Chain Customer Service Manager will track/trend open, pending, and closed tickets along with monitoring answers and responsiveness from the Supply Chain business departments.??

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Manages inbound inquiries to the ServiceNow ticketing system. Ensures 24hour response and follows through on peer support to resolution.
• Assists with training SCM staff on ServiceNow best practices and communication/resolution processes.
• Tracks pending responses from internal constituents and follows up on pending actions.
• Identifies trends, poor performance and challenges and supports root cause analysis. Makes recommendations for improvements.
• Works to define and deliver any corrective action plans, ensuring results are achieved and supply chain performance is improved.
• Makes recommendations for improvements to systems and processes, internal training needs, etc. to improve organizational effectiveness and execution.
• Supports broader Supply Chain, Organization, Quality, Safety, and Risk departments in developing action plans for recurring performance deviations until acceptable performance is reached.
• Meets with internal stakeholders to solicit feedback for opportunities to improve overall supply chain performance.
• Supports the Director of Innovation & Operations with process improvement documentation for internal and external stakeholders.
• Performs other duties as assigned.??

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Understanding of operations of all Supply Chain departments
• Excellent organizational skills and attention to detail
• Excellent written and verbal communication skills
• Exceptional problem-solving skills
• Strong customer service skills
• Strong basic mathematical skills
• Strong computer skills ??? Microsoft Office Excel, Access, Word, Power Point, Visio
• Ability to quickly establish credibility and build organizational relationships
• Ability to work under pressure, often to tight and changing deadlines
• Ability to work as a team player
• Ability to be a self-starter with a results-driven orientation
• Integrity, professionalism, optimism, and energy

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MINIMUM JOB QUALIFICATIONS:

• Bachelor???s degree required
• 5 years of supply chain experience required

Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.?? As relentless as we are in our mission At to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.?? Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.