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Key Responsibilities and Required Skills for Vendor Support Officer

💰 $55,000 - $70,000

ProcurementSupply ChainAdministrationOperations

🎯 Role Definition

The Vendor Support Officer is a pivotal role responsible for managing the day-to-day interactions and operational processes with our diverse network of vendors. This individual acts as the primary liaison for all vendor-related inquiries, ensuring seamless onboarding, timely issue resolution, and meticulous data management. You will be the central point of contact, fostering positive relationships and collaborating closely with internal teams like Procurement, Accounts Payable, and Legal to uphold compliance and operational efficiency. This position is ideal for a proactive individual who thrives on creating order, solving puzzles, and providing exceptional service to our valued partners.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Accounts Payable Clerk
  • Procurement Assistant or Coordinator
  • Customer Service Representative (B2B)
  • Administrative Assistant

Advancement To:

  • Senior Vendor Management Specialist
  • Procurement Analyst / Sourcing Specialist
  • Contract Administrator
  • Supply Chain Manager

Lateral Moves:

  • Accounts Payable Specialist
  • Supply Chain Coordinator
  • Junior Buyer

Core Responsibilities

Primary Functions

  • Serve as the primary, first-line point of contact for all external vendor inquiries, professionally addressing questions related to onboarding, payment status, invoice submission, and system access.
  • Manage the end-to-end vendor onboarding process, including the collection, verification, and validation of all required documentation (e.g., W-9s, banking details, insurance certificates) to ensure full compliance with company and regulatory standards.
  • Meticulously maintain and update the vendor master file within our ERP system, ensuring 100% accuracy of contact information, payment terms, and compliance status.
  • Act as a crucial liaison between vendors and our Accounts Payable department to investigate, troubleshoot, and resolve complex invoice discrepancies, payment rejections, and other financial queries.
  • Monitor vendor performance against established Service Level Agreements (SLAs), track key metrics, and escalate persistent performance or compliance issues to the Vendor Manager for strategic intervention.
  • Process and manage purchase requisitions and purchase orders, verifying them for accuracy, completeness, and adherence to internal procurement policies and budgetary controls.
  • Conduct regular audits of vendor records and documentation to ensure data integrity and ongoing compliance with internal controls and external regulations.
  • Develop, maintain, and distribute standard and ad-hoc reports on vendor activity, spend, and performance to support strategic decision-making by procurement leadership.
  • Address and manage a high volume of inbound support tickets from vendors via email, phone, and dedicated support portals, ensuring all requests are logged, tracked, and resolved within defined timelines.
  • Proactively communicate company policy changes, system updates, and important procedural information to the entire vendor community through email campaigns and portal announcements.
  • Facilitate virtual training and create support documentation for vendors on how to effectively use our supplier portals, e-invoicing systems, and other required tools.
  • Collaborate with internal stakeholders across various departments (IT, Legal, Finance) to streamline cross-functional workflows and resolve issues impacting the vendor experience.
  • Support the contract management lifecycle by tracking key dates, renewal deadlines, and notice periods, and assisting the contract management team with administrative tasks.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to identify trends in vendor inquiries or payment issues.
  • Contribute to the organization's data strategy and roadmap by providing feedback on vendor data quality and system usability.
  • Collaborate with business units to translate data needs into engineering requirements for improving vendor-related reporting and analytics.
  • Participate in sprint planning and agile ceremonies within the data engineering team when projects directly impact vendor systems or data.
  • Assist in the vendor offboarding process, ensuring system access is terminated, final payments are reconciled, and all contractual obligations are formally closed out.
  • Gather qualitative feedback from vendors through surveys and direct communication to identify pain points and recommend process improvements.
  • Support the strategic sourcing team by performing initial research on potential new suppliers and gathering preliminary qualification information as needed.
  • Participate in internal projects aimed at enhancing the procurement-to-pay (P2P) process, representing the voice of the vendor.

Required Skills & Competencies

Hard Skills (Technical)

  • ERP/P2P Systems Proficiency: Hands-on experience with procurement and finance modules in systems like SAP, Oracle, Coupa, Ariba, or NetSuite.
  • Advanced MS Excel: Demonstrated ability to use pivot tables, VLOOKUPs, and other advanced functions for data analysis, reconciliation, and reporting.
  • Vendor Management Software: Familiarity with dedicated Vendor Management Systems (VMS) or CRM platforms for tracking interactions and performance.
  • Data Entry & Accuracy: Exceptional data entry skills with a high degree of accuracy and attention to detail.
  • Procurement & AP Knowledge: Solid understanding of the end-to-end procure-to-pay (P2P) lifecycle, including purchase orders, invoicing, and payment processes.
  • Ticketing Systems: Experience using helpdesk software like Zendesk, Jira Service Desk, or ServiceNow to manage and track support cases.

Soft Skills

  • Exceptional Communication: Superior written and verbal communication skills, with the ability to convey complex information clearly and professionally to both internal and external audiences.
  • Problem-Solving & Analytical Mindset: The ability to independently investigate issues, identify root causes, and implement effective solutions in a timely manner.
  • Relationship Building: Strong interpersonal skills with a natural ability to build rapport and foster positive, collaborative relationships with vendors and internal colleagues.
  • Organization & Time Management: World-class organizational skills with a proven capacity to manage multiple competing priorities, tasks, and deadlines in a fast-paced environment.
  • Customer Service Orientation: A deep-seated commitment to providing a high level of service and a positive experience for all stakeholders.
  • Resilience & Adaptability: Ability to remain calm, professional, and effective when dealing with challenging situations or demanding stakeholders.
  • Proactive & Self-Motivated: A "can-do" attitude and the initiative to take ownership of tasks and identify opportunities for improvement without direct supervision.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent relevant work experience.

Preferred Education:

  • Bachelor’s Degree.

Relevant Fields of Study:

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

Experience Requirements

Typical Experience Range: 2-5 years of experience in a vendor-facing role such as vendor management, procurement, accounts payable, or B2B customer support.

Preferred: Direct experience in a high-volume environment, managing a large and diverse portfolio of suppliers and utilizing an ERP or procure-to-pay system as a primary tool.

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