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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00109007 |
Description Activated On: 12/30/2025 10:37:27 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Customer Service Representative for the Bureau of Procurement. Provides backup support to all clerical positions in the Programs & Systems Division. Responds to customers inquiries received through various communication vehicles. Identifies, researches, resolves and monitors issues involving assigned responsibilities. Works independently to produce reports and analysis of customer issues and makes recommendations for process improvement. Responsible for monitoring, recording & processing fees and security received in response to invitations to bids for annual contracts and purchase requisitions. Fees and Security may be received in the form of a check, annual proposal & performance bonds, specific performance bonds, bid bonds and other forms of payment and security approved by the bureau. Analyzes and updates and maintains procedures relative to Fees and Security. Researches Fees and Security issues and prepares reports of findings including recommendations. Responsible for integrity and accuracy of several bidding functions. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Serves as a Customer Service Representative for the Bureau of Procurement. Has person-to-person communications with employees and the public. Responds verbally and in writing. Responds to customers' inquiries received through various communication vehicles. Provides support for supplier outreach manager to assist in general public relations duties and promotes “How to do business with the Commonwealth”. Research pending procurements, modify published materials, recommend website enhancements, analyze supplier data, and participate in supplier educational forums to enhance existing relationships and seek increased supplier participation in Commonwealth procurements Assists DGS BOP personnel and suppliers with use of computers, laptops, AV equipment for supplier registrations, online bidding and presentations. Identifies problems, analyzes data, determines appropriate solutions and initiates required action. Provides technical and non-technical assistance to Bureau customers and Bureau staff concerning Commonwealth policies, procedures and systems of Commonwealth procurement, including the Supplier Relationship Management (SRM). Recognizes and documents trends with information obtained from suppliers and agencies through incoming requests for assistance. Keeps detailed records on customer interactions and transactions, recording details of inquirers, complaints and comments as well as action taken to resolve. Maintains a thorough knowledge of SRM registration, bidding and ordering functions through weekly Customer Support Center meetings, communications with IES, Office of Budget and established procedures. Processes and documents calls, emails and helpdesk tickets to create, track and manage incoming requests. Works together with IES and BOP staff to communicate solutions to IT related issues to our customers. Communicates resolution to all end users. Performs testing of various software programs with IES, suppliers and external service providers to refine or improve available resources supporting the enterprise-wide procurement system. Develops presentations which provide documentation with recommendations for process improvements. Drafts, coordinates and produces End User Procedures for Procurement associated with assigned responsibilities that support Bureau and Division's objectives. Maintains a high level of speed and accuracy in providing services as managed through applicable DGS Service Level Agreements. On an as needed basis handles the procurement of materials and services necessary to maintain Bureau operations including processing requisitions, purchase orders, goods receipts, p-card transactions, interagency transfers and advance accounting requests. On an as needed basis management tech contacts property maintenance personnel to request janitorial, housekeeping service and/or to report general facility concerns to ensure operations are continued with minimal interruption. Receives and process revenue from supplier for contract related administrative fees including the return and refund of fees when applicable. Prepares the required documentation for the retention, release and reporting of fees in acccordance with specified procedures. Analyzes forms, correspondence and other fiscal records for completeness and accuracy. Prepares the necessary documentation to submit checks to the comptroller's Office for deposit in the State Treasury and maintains a tracking system for monitoring check processing transactions. Creates and posts all revenue documents into SAP. Responsible for opening and witnessing bids on behalf of DGS. Performs surrogate bidding on behalf of suppliers where applicable and in accordance with established procedure. Monitors bid opening calendar to assure availability of staff and prevent bid opening scheduling conflicts. Responsible for assisting agencies and suppliers with access and troubleshooting program issues. This task requires professional effective communication between the customer, the group Admin for the CRP program and DGS BOP. Coordinates resolution to issues related to specific contracts or bids with Commodity Specialists. Gathers documentation needed to respond to requests submitted under the PA Right-to-Know Law. Retrieves files and copies the requested information. Provides backup support to the clerical staff responsible for posting bid and contract documentation to the website. Provides support for ordering supplies and services required by Bureau staff. Process requisitions, purchase orders, goods receipts and invoices where applicable. Provides backup support to receptionist and all clerical positions in the Bureau when necessary. Responds to routine correspondence and reports and handles other administrative clerical functions. Performs other related duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Analyzes, updates and maintains procedures relative to Fee and Security receipt and disposition. Researches Fee and Security issues and prepares reports with findings and recommendations. Serves as a Customer Service Representative and exercises judgment and initiative in responding to inquiries. Exercise judgment and initiative in analyzing customer concerns and inquiries to improve customer relationships. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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