Vendor Service Quality Specialist
About The Position
The Vendor Service Quality Specialist is the intake point between Quest’s Key Accounts team and transactional partners in Data Quality and Accounting for handling and resolving vendor service issues. The Specialist documents, triages, and tracks service concerns from intake through resolution, resolving issues directly when appropriate and escalating them to Vendor Relations Managers as needed. The role also manages the documentation, issuance, and storage of vendor service cancellations. The Specialist partners with the Operations Analyst, as time permits, to address cost variances outside tolerance and other vendor data quality issues in master pricing. This position coordinates with Cost Compliance on required actions and serves as a focal point among Key Accounts, Vendor Relations, Data Quality, and Accounting. Success requires organization, accuracy, independent work, cross-functional collaboration, and a strong customer service orientation. Quest is an environmental consulting and management group supporting Fortune 500 companies in maximizing profits, mitigating risks, and minimizing ecological footprints. The company describes its workplace as modern, fun, collaborative, and casual, with opportunities for advancement. The role is based at Quest RMG Headquarters in Irving, Texas, with a remote/hybrid work environment.
Requirements
- Two or more years of procurement and vendor management experience in facilities maintenance categories.
- Understanding of vendor pricing, invoicing, and cost structures.
- Familiarity with vendor service agreements, including cancellation terms, and disciplined document management practices.
- Proficiency in Excel and data analysis.
- Experience with case or ticket tracking tools and ERP or vendor management systems.
- Working knowledge of project management fundamentals.
- Sound judgment in assessing issue severity and deciding when to resolve or escalate.
- Ability to remain composed and responsive in time-sensitive situations.
- Ability to communicate assertively and professionally with vendors to drive timely resolution of service failures.
- Strong interpersonal, communication, and customer service skills.
- Ability to work independently and manage requests from multiple internal stakeholders through resolution.
- Dependable, trustworthy, and professional, with consistent and prompt attendance and a commitment to protecting confidential information.
Nice To Haves
- Bachelor’s degree preferred, or an equivalent combination of education and experience.
- Waste industry experience and familiarity with industry terminology.
- Experience identifying and resolving pricing discrepancies.
- Experience with NetSuite and Core.
Responsibilities
- Receive and document vendor service quality issues escalated by Key Accounts, including missed pickups, damages, deficient service, and urgent vendor swaps.
- Acknowledge issue reports, log each issue, and answer general questions from internal customers.
- Triage issues based on severity and urgency, resolve them directly where appropriate, or assign them to the appropriate Vendor Relations Manager.
- Communicate resolutions to internal customers.
- Track each logged issue through resolution and report issue-log status to Key Accounts, Vendor Relations, and leadership.
- Generate, document, issue, communicate, and store vendor service cancellations, ensuring records are complete and retrievable.
- Partner with the Operations Analyst, as time permits, to resolve cost variances outside tolerance and other vendor data quality issues in master pricing.
- Escalate cost and data quality issues as needed and coordinate required actions with Cost Compliance.
- Build productive working relationships across Key Accounts, Vendor Relations, Data Quality, and Accounting.
- Organize and prioritize multiple tasks while maintaining accuracy and attention to detail.
Benefits
- Medical, dental, and vision coverage.
- 401(k) plan with employer match.
- Company-paid life insurance.
- Company-paid short-term disability plan; voluntary employee-paid long-term disability is offered.
- Health and life insurance plan eligibility beginning the first of the month following hire.
- Paid holidays, vacation, and sick time.
- Remote/hybrid work environment.
- Employee Stock Purchase Plan.
- Quarterly recognition program with incentives and rewards.
- Casual business environment.
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What This Job Offers
Job Type
Full-time
