Procurement Sr Coord

The Procurement Coordinator is responsible for supporting the performance and system capability of CBRE's service provider network. Operating within the Procurement Support Team, this individual receives escalations from the operations team, takes action to resolve provider-level performance and administrative issues, and serves as a direct coaching and training resource for providers. This role is central to a team strategy designed to shift repeatable, high-frequency coaching and support tasks away from senior procurement staff, creating dedicated capacity for provider performance management at scale.

• Receive and action MAC tickets submitted by the operations team across Communication and Admin Performance / System Utilization categories
• Review each ticket to identify the nature of the issue, validate provider contact information in Zoho CRM and FmPilot, and initiate outreach using the defined escalation procedure
• Notify providers of escalations, inquire into root cause, and document all interactions in the ticket's Status Update field
• Close tickets with the appropriate Completion Category and a thorough resolution note
• Coach providers on communication expectations, portal and system usage, work order status management, quote submission standards, and invoice compliance
• Leverage Tableau performance data to contextualize coaching conversations — identifying whether a provider is above goal, below goal, or low volume before outreach
• Use standardized coaching templates and scripts appropriate to the provider's performance level (Low Volume, Above Goal, Below Goal)
• Reinforce expectations consistently across all provider interactions and escalate repeat or high-severity issues to the Coaching Owner
• Serve as the provider's primary contact for FmPilot system questions, access issues, and workflow navigation
• Provide direct, hands-on support to providers who are unable to submit invoices, update work order statuses, or navigate the mobile application
• Identify recurring system usage gaps and address them proactively through training outreach and self-paced learning resources
• Track and report on system utilization metrics and provider engagement with available training content
• Monitor provider performance metrics including Check-In/Check-Out adherence, Mobile App Adherence, Quote Turnaround, Invoice Turnaround, Response, and Resolution SLAs
• Use data from Tableau and FmPilot to identify providers whose system utilization is contributing to below-goal performance
• Partner with the operations and category management teams to align coaching strategy with metric improvement goals
• Track coaching impact over time and report on improvement trends within the provider base
• Provide providers with access to self-paced training resources covering FmPilot usage, IVR check-in/check-out, mobile application, quoting, and invoicing
• Track provider participation in self-paced training programs and follow up with non-completers
• Drive adoption of self-paced training as a scalable alternative to one-on-one coaching for foundational system topics
• Continuously assess training material effectiveness and surface feedback for improvement
• Conduct proactive outreach to providers identified through performance reporting as at-risk or below metric thresholds — before a formal escalation is submitted
• Use weekly and monthly reporting to identify patterns across the provider base and prioritize outreach efforts
• Communicate proactively with providers showing declining trends in system utilization, response times, or administrative compliance
• Maintain organized records of all proactive outreach efforts and outcomes for reporting purposes
• Support the development and distribution of mass communications to the provider network on topics such as policy updates, SLA changes, system upgrades, and training opportunities
• Assist in drafting, reviewing, and sending provider-facing communications that require coordination across multiple accounts or regions
• Ensure provider communications are clear, accurate, and consistent with CBRE's standards and brand voice
• Assist the procurement and category management teams with Request for Information (RFI) and Request for Proposal (RFP) processes as needed
• Support data gathering, provider outreach, and documentation tasks related to sourcing events
• Contribute to provider qualification activities including data validation, contact verification, and capability assessment