POH Customer Support & Operations Analyst

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Job Description

Accommodations: P&G is committed to providing accommodations to any applicant with a disability during the recruitment, assessment, and selection process. If you need an accommodation related to your disability in order to participate in the recruitment process, please click here to submit your request. If you require an accommodation for the assessment process: 1) submit your request, 2) do not complete either assessment until you have been contacted for documentation verification.

This role supports Professional Oral Health (POH) customers in the United States, providing end-to-end customer service through phone support (English) and operational workflows. Core processes include order placement, master data/account maintenance, and resolution of inquiries via Help Desk tickets, while ensuring quality, compliance, and internal controls across the scope.

Depending on business needs and your strengths, you may be assigned to one of these focus areas:

• Customer Support Operations

• Capability Training / Onboarding & Refreshers

• Customer Support Coordination & Quality Assurance

• Price & Payment Terms Controls

Customer Support Operations (Core for all tracks):

• Answer calls from US customers in English to resolve inquiries and provide guidance.

• Master Data / Account Maintenance: update customer account information (address, phone, contacts), link parent/bill-to accounts, and support customers to create/access ProShop accounts.

• Order Placement: support customers placing orders (or place orders on their behalf), manage substitutions per business rules, and provide order status / delivery expectations.

• Help Desk Tickets / Workflows: resolve inquiries received via ProShop Help Desk for claims, imprint, account maintenance, and other order questions.

• Maintain ticket SLAs (standard 2 working days, with immediate escalation for cancellations).

Controls, Stewardship & Cross-functional Partnership (Core for all tracks):

• Ensure KPIs are achieved for all categories under scope and meet quality & compliance expectations.

• Respond to internal/external audit requests and follow standard processes.

• Partner with AR POH, Master Data & Order Management, Plant, IT and Sales to resolve issues and prevent business impact.

• Partner with AR POH, Master Data & Order Management, Plant, IT and Sales to resolve issues and prevent business impact.

Track A: Capability Training / Enablement

• Monitor process changes, keep training materials and documentation updated, deliver onboarding for new hires, and provide continuous refreshers to the team.

• Communicate process updates quickly to avoid business impact and help the team consistently meet expected KPIs.

Track B: Customer Support Coordinator & Quality Assurance

• Act as a coordination/escalation point when needed and audit/monitor the service to ensure timely, high-quality execution and KPI delivery.

Track C: Price & Payment Terms Controls:

• Contact customers to resolve credit card payment failures so orders can complete payment processing.

• Inform customers about payment term changes (e.g., open terms to credit card terms) per business rules.

• Support annual price brackets communication to help customers maintain benefits (encourage volume where applicable).

Note for Candidates:

This single job posting covers multiple POH Customer Service tracks. Final assignment will be based on business needs and the candidate’s strengths across Customer Support, Training/Capability, QA/Coordination, or Price & Payment Terms scope.

Job Qualifications

• English proficiency C1 (professional level).

• Experience in customer service / shared services / order management / operations (phone and/or case management).

• Strong communication skills, attention to detail, and ability to follow defined business rules and controls

• Ability to collaborate across multiple teams (AR, Master Data/OM, IT, Sales) and escalate issues with good judgment.

Preferred Qualifications

• Experience creating/updating training documentation, onboarding, or coaching.

• Experience in Quality Assurance, auditing, KPI monitoring, or process excellence.

• Exposure to payment terms, credit card resolution, collections/AR-related communications, or commercial controls.

What we offer!

• We'll give you responsibilities as of Day 1 – you will feel the ownership of your project from the beginning, and you will be given specific projects and responsibilities

• You'll have continuous mentorship – you will work with passionate people and receive both formal training as well as day-to-day mentoring from your manager

• We offer you to work and be part of a dynamic and supportive environment

• We promote agility and work/life balance for employees, we value every individual and support initiatives, promoting.

• We love flexibility. You can arrange your work schedule based on your personal needs.

• We will let you experience true support for work/life effectiveness and your long-term well-being.

• We will give you a competitive salary and benefits' package.

About us!

P&G serves consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®,Ambi Pur®, Ariel®, Bounty®, Charmin®, Crest®, Dawn®, Downy®, Fairy®, Febreze®, Gain®, Gillette®, Head & Shoulders®, Lenor®, Olay®, Oral-B®, Pampers®, Pantene®, SK-II®, Tide®, Vicks®, and Whisper®. The P&G community includes operations in approximately 70 countries worldwide. Please visit www.pg.com for the latest news and information about us and our brands.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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