Procter & Gamble · 7 hours ago
POH Customer Support & Operations Analyst
San José
Full-time
Onsite
New Grad, Entry LevelProcter & Gamble is a global consumer goods company known for its strong portfolio of trusted brands. They are seeking a POH Customer Support & Operations Analyst to provide end-to-end customer service for Professional Oral Health customers in the United States, focusing on order placement, account maintenance, and inquiry resolution while ensuring quality and compliance across operations.
BeautyBrand MarketingCleaning ProductsConsumer GoodsCosmeticsNutritionPersonal Health
Responsibilities
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)
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
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
Act as a coordination/escalation point when needed and audit/monitor the service to ensure timely, high-quality execution and KPI delivery
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)
Qualification
Required
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
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
Benefits
Competitive salary and benefits' package
Responsibilities as of Day 1
Continuous mentorship
Dynamic and supportive environment
Agility and work/life balance
Flexibility in work schedule
Support for work/life effectiveness and long-term well-being
Company
Procter & Gamble
P&G was founded more than 185 years ago as a soap and candle company.
Founded in 1837
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2.75B2025-05-01Post Ipo Debt· $1.25B
2024-05-02Post Ipo Debt· $1.5B
2021-04-18Undisclosed· $0.3M
Leadership Team
Jon Moeller
Chairman of the Board, President & Chief Executive Officer at Procter & Gamble
Mary Lynn Ferguson McHugh
Chief Executive Officer - Family Care and P&G Ventures
Recent News
Morningstar.com
2025-11-03
2025-08-18
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