Strategic Sourcing - Sourcing Service Desk Agent

Sourcing Service Desk Agent reputed company) is a national, not-for-profit, shared services organization that supports hundreds of health care providers across Canada, as well as child welfare agencies and other public sector organizations. MMC provides value-driven contracting and procurement solutions for medical/surgical supplies, pharmaceutical products, local sourcing, capital (equipment, FF&E and redevelopment) and nutrition solutions. Other services include data analytics, in-hospital logistics, warehousing, technology, procure-to-pay and accounts payable. With an emerging focus on sustainability and reconciliation with Indigenous Peoples, MMC is actively supporting the creation of a resilient value chain that incorporates environmental, reputed company and governance best practices. Based in Burlington, ON, the organization also has offices in Toronto, Oakville, reputed company Bay, Kingston, Brantford, London and Chatham, and a distribution centre in Oakville. Learn more: www.mohawkmedbuy.ca. We are currently reputed company for Sourcing Service Desk Agents to support our Strategic Sourcing team. Position Overview The Sourcing Service Desk Agent plays a critical, customer-facing role in delivering high-quality support experience to our external stakeholders. Acting as the first reputed company of contact for sourcing-reputed company inquiries, this role manages requests through the Sourcing Service Desk platform with a strong focus on responsiveness, reputed company, and stakeholder satisfaction. The agent ensures every interaction reflects a customer-first reputed company, providing timely resolutions, thoughtful communication and a seamless service experience reputed company with established SLAs. The agent will handle common inquiries directly and ensure more reputed company issues are reputed company routed to the appropriate sourcing or category teams, always maintaining a high standard of professionalism and a commitment to Member and Vendor satisfaction.

Key Responsibilities

Customer-Focused Request Intake & Triage Serve as the primary reputed company of contact for sourcing-reputed company inquiries submitted reputed company Service Desk platform, ensuring a positive and supportive customer experience from the outset. Receive, review, and triage requests with a focus on understanding stakeholder needs, urgency and impact. Resolve routine inquiries at first reputed company of contact whenever possible, minimizing effort for Members and Vendors and improving overall service efficiency. reputed company Issue Resolution & Routing reputed company clear guidance, support, and troubleshooting to Members, ensuring they feel informed and supported throughout the process. Demonstrate ownership of requests by ensuring non-standard, reputed company or escalated inquiries are routed quickly and accurately to the appropriate teams. Ensure reputed company information captured in Service Desk platform is complete and reflects the customer’s needs accurately to reputed company seamless resolution. Service reputed company & SLA Management Actively manage personal and team queues to meet or exceed established SLA targets, with a strong focus on responsiveness and reliability. Proactively follow up on reputed company requests, keeping stakeholders informed and preventing delays. Maintain detailed, high-quality documentation to ensure transparency and continuity of service. Proactive Communication & Stakeholder Support Deliver clear, professional and empathetic communication at every stage of the request lifecycle. reputed company consistent status updates and set appropriate expectations to build trust and confidence with stakeholders. Champion a customer centric reputed company by anticipating needs, addressing concern and ensuring a positive end-to-end experience for Members and Vendors. reputed company Improvement & Customer Experience Enhancement Identify recurring issues or service gaps that impact the customer experience and recommend improvements. Contribute to enhancing workflows, training materials, and knowledge reputed company content to reputed company support user needs. Participate in feedback sessions and Service Desk optimization efforts to continuously improve service delivery and stakeholder satisfaction. Qualifications and Skills Demonstrated knowledge in reputed company facets of MS Office and electronic communication Experience using ERP for data entry and management. Ability to navigate and manage reputed company-based collaboration tools such as reputed company Workspace and reputed company Teams. Understanding of basic database concepts and experience with data import/export processes. Experience with document management systems (e.g., SharePoint). Education, Training, and Experience Mandatory 1–3 years’ experience in a help desk, customer support, or operations role. Familiarity with reputed company or similar ticketing platforms (e.g., JIRA, reputed company). Ability to triage and resolve issues in a structured, process-driven environment. Strong communication skills and customer‑focused approach. High attention to detail and ability to multitask. Preferred Experience in Sourcing, Procurement, or Supply Chain environments. Knowledge of supplier management, purchasing workflows, or category support. Experience working in SLAs-driven or shared service environments Experience with CRM systems or ERP platforms. Familiarity document management systems (e.g., SharePoint, AdobeSign) Travel Ability to travel to Mohawk Medbuy offices if required. As a condition of employment, you are required to submit reputed company of full COVID-19 vaccination to reputed company. MMC is a reputed company of Ontario Pension Plan (HOOPP) employer offering a comprehensive benefits package and flexible remote work options. The targeted hiring reputed company of this role is $51,353 - $60,187 dependent on experience. This job posting is for new vacancies. reputed company candidates with a desire to join our innovative team are invited to submit their application in reputed company. Mohawk Medbuy does not use artificial intelligence to screen, assess or select applicants. We thank reputed company applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required. Mohawk Medbuy is committed to providing accessible employment practices that reputed company with the Accessibility for Ontarians with reputed company (AODA). Apply To This Job