University of Massachusetts Medical School

Customer Service Associate - Temporary

Minimum Salary US-MA-Shrewsbury
Job Location 1 month ago(5/4/2023 8:48 AM)
Requisition Number
# of Openings
Posted Date


Reporting to the Director, Service and Quality, the Customer Service Associate provides administrative and customer service support.  This position will field requests and inquiries from University departments/units and vendors and will identify, interpret and research issues seeking resolution to ensure customer satisfaction in compliance with all applicable University processes and procedures.  The Associate will assist departments/units on proper completion of procurement and accounts payable transactions, procedures, and available self-service tools.  Service support also includes routing inquiries appropriately to Tier 2 according to defined business rules and procedures or contacting departments to gather and verify information.


This position is Hybrid, FT; 40 hours per week. 






  • Provide phone, email, and online customer support to internal and external procurement, accounts payable, contracts, sourcing, and procurement technology.
    • Work closely with the UPST Leadership and process owners in driving their strategic improvement initiatives with regards to impact on end-users.
    • Work closely with the Director of Service and Quality and other team members to develop and implement customer engagement and satisfaction strategies
    • Research issues needing resolution and develop solutions that comply with all applicable UPST processes, procedures, and policies.
    • Recognize pre-determined triggers for escalation as well as the ability to search the knowledge base and provide clear directions based on defined solutions.
    • Escalate issues of a more complex nature to functional team members and process owners as needed.
    • Document all reported issues and proposed resolutions according to established standard operating procedures.
    • Develop and update specific departmental job aids, scripts, and processes as needed
    • Develop and maintain knowledge base from content acquired from frequent customer/ stakeholder interactions.
    • Attend required training to ensure the knowledge base of processes and procedures remains current and up-to-date.
    • Develop and maintain relationships with partner departments within UMass campuses and President’s Office to drive stronger relationship• Support project management activities for the Service and Quality Team
    • Participate in end-user training on proper purchasing, payments, contracting, sourcing, supplier management, and payroll processes and tool usage
    • Build competencies across the procurement platform to potentially be elevated into other roles that serve Operations, Training and Comms, Strategic Sourcing functions


  • Associates degree in Business or a closely related field
  • Minimum of 1-3 years of work experience in a customer service environment
  • Demonstrated excellence in customer service skills
  • Ability to handle multiple phone lines and multi-task effectively
  • Ability to communicate orally and in writing in a clear, pleasant, and grammatically correct manner

Additional Information

  • Knowledge of software such as Windows and Microsoft products: Word, Excel, Outlook and PowerPoint or equivalent;
  • Internet navigation skills and the proven ability to quickly learn new systems
  • Typical office environment
  • Must be able to travel occasionally to all UMass campuses and the Boston central office


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed