Strategic Sourcing - Sourcing Service Desk Agent

Mohawk Medbuy Corporation (MMC)•Toronto, ON

12d•CA$51,353 - CA$60,187•Hybrid

About The Position

Mohawk Medbuy Corporation (MMC) 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, social and governance best practices. Based in Burlington, ON, the organization also has offices in Toronto, Oakville, Thunder Bay, Kingston, Brantford, London and Chatham, and a distribution centre in Oakville. Learn more: www.mohawkmedbuy.ca. We are currently recruiting 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 point of contact for sourcing-related inquiries, this role manages requests through the Sourcing Service Desk platform with a strong focus on responsiveness, clarity, and stakeholder satisfaction. The agent ensures every interaction reflects a customer-first mindset, providing timely resolutions, thoughtful communication and a seamless service experience aligned with established SLAs. The agent will handle common inquiries directly and ensure more complex issues are efficiently routed to the appropriate sourcing or category teams, always maintaining a high standard of professionalism and a commitment to Member and Vendor satisfaction.

Requirements

1–3 years’ experience in a help desk, customer support, or operations role.
Familiarity with ServiceNow or similar ticketing platforms (e.g., JIRA, Zendesk).
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.
Demonstrated knowledge in all facets of MS Office and electronic communication
Experience using ERP for data entry and management.
Ability to navigate and manage cloud-based collaboration tools such as Google Workspace and Microsoft Teams.
Understanding of basic database concepts and experience with data import/export processes.
Experience with document management systems (e.g., SharePoint).

Nice To Haves

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)

Responsibilities

Serve as the primary point of contact for sourcing-related inquiries submitted via 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 point of contact whenever possible, minimizing effort for Members and Vendors and improving overall service efficiency.
Provide clear guidance, support, and troubleshooting to Members, ensuring they feel informed and supported throughout the process.
Demonstrate ownership of requests by ensuring non-standard, complex or escalated inquiries are routed quickly and accurately to the appropriate teams.
Ensure all information captured in Service Desk platform is complete and reflects the customer’s needs accurately to enable seamless resolution.
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 open requests, keeping stakeholders informed and preventing delays.
Maintain detailed, high-quality documentation to ensure transparency and continuity of service.
Deliver clear, professional and empathetic communication at every stage of the request lifecycle.
Provide consistent status updates and set appropriate expectations to build trust and confidence with stakeholders.
Champion a customer centric mindset by anticipating needs, addressing concern and ensuring a positive end-to-end experience for Members and Vendors.
Identify recurring issues or service gaps that impact the customer experience and recommend improvements.
Contribute to enhancing workflows, training materials, and knowledge base content to better support user needs.
Participate in feedback sessions and Service Desk optimization efforts to continuously improve service delivery and stakeholder satisfaction.