GBS Help Desk Associate

The GBS Help Desk Associate role at UPS is based onsite in Dunmore, Pennsylvania. This position provides the first line of assistance for procurement, invoicing, and system inquiries, while managing user access across multiple procurement platforms. Collaboration with Accounts Payable and Procurement is essential to resolve issues and keep records accurate and up to date.

Responsibilities

• Provide first-level support to internal customers, suppliers, and retail locations by addressing procurement, invoice, and system-related inquiries.
• Research and resolve invoice discrepancies, statement issues, payment inquiries, and supplier account concerns promptly.
• Maintain and update supplier invoices and procurement records within Oracle, Coupa, and related procurement systems.
• Administer user access and perform password resets for Oracle, Coupa, iProcurement, iExpense, Procurement Services Web, and Entra.
• Collaborate with Accounts Payable and Procurement teams to investigate and resolve AP Reject, WebSIR, and supplier-related issues.
• Support vendor maintenance activities, including supplier lookups, item searches, and procurement data validation.
• Apply general accounting and Accounts Payable principles to ensure accurate processing and issue resolution.
• Utilize Microsoft Excel, Word, Outlook, and PowerPoint to analyze data, document findings, and communicate solutions.
• Conduct root cause analysis for invoice exceptions and system-related issues to improve customer experience and operational efficiency.
• Serve as a liaison between business users, suppliers, Accounts Payable, and Procurement teams to facilitate effective problem resolution.
• Assist with supply returns, emergency order requests, and procurement support activities while meeting established service levels.
• Maintain accurate documentation of customer interactions, issue resolutions, and system activities.
• Deliver professional customer service while managing multiple priorities and ensuring timely follow-up on open requests.
• Support continuous improvement initiatives by identifying recurring issues and recommending process enhancements.

Requirements

• Must be a U.S. Citizen or National, an alien lawfully admitted for permanent residence, or an alien authorized to work in the United States for UPS.
• Schedule: Monday through Friday, 8:00 am to 5:00 pm.
• Location: Candidate must be located in the same geographic location as the position (Dunmore, PA onsite).

Technologies

• Oracle
• Coupa
• iProcurement
• iExpense
• Procurement Services Web
• Entra
• Websir
• AMEX
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Microsoft PowerPoint

Other Criteria

• Job Grade: 8 – GBS Help Desk Associate
• Schedule: Monday–Friday 8am–5pm
• Location: Must be located in the same geographic location as the position
• Last day to apply: 7/28/2026 at 11:59pm ET

Employee Type

• Permanent