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The POH Customer Service Senior Analyst supports Professional Oral Health (POH) customers in Canada via phone, primarily in French and also in English. This role provides end-to-end customer support including order placement, customer master data maintenance, and resolution of inquiries through ProShop Help Desk tickets.

The position partners closely with P&G Customers, POH IT, and Sales, and supports stewardship activities by monitoring and reporting issues that may impact POH AR processes and critical cash flow. Senior Analysts also serve as Quality Agents, auditing processes to ensure compliance with business policies, rules, and internal controls.

1) Customer Support (Phone - Canada):

• Answer inbound phone calls from Canadian customers, providing support mainly in French and also in English.

• Resolve inquiries related to orders, accounts, and POH business processes, ensuring timely and accurate customer experience.

2) Master Data Maintenance (Customer Accounts):

• Update and maintain customer account information (e.g., address, phone number, contacts).

• Link accounts to Parent and Bill-To accounts as required.

• Support customers in creating or updating accounts to access ProShop, including reactivation/inactivation per business rules or customer request.

3) Order Management / Order Placing:

• Support customers to place orders or place orders on their behalf.

• Manage product availability issues and coordinate substitutions according to business rules.

• Provide order status updates (order placed confirmation, potential delivery date, products ordered, and related information).

4) Workflows / Help Desk Tickets (ProShop):

• Resolve ProShop Help Desk tickets for order claims, imprint requests, account maintenance, and other order-related inquiries.

• Maintain standard SLA of 2 working days for ticket resolution, with immediate escalation for order cancellations.

5) Internal Controls & Stewardship (Compliance / Audit Readiness):

• Ensure required KPIs are achieved for all categories under scope.

• Respond to internal and external audit requests.

• Partner with POH AR, POH Master Data & Order Management, Iowa Plant, Sales, and IT to ensure processes are executed according to established controls and policies.

• Proactively raise and report issues that prevent completion of daily tasks, ensuring prompt resolution and minimal business impact.

6) Flex Support / Flow-to-Work:

• Provide operational support across POH processes during periods of high inflow, shifting priorities as needed to meet business demands.

7) Quality Agent Responsibilities (Process Monitoring & Auditing):

• Audit and monitor POH Customer Operations processes to ensure compliance with business policies, rules, quality standards, and internal controls.

• Deliver internal stewardship metrics and share audit findings/results with management.

• Validate quality execution across:

  • Order placement accuracy

  • New account creation/reactivation/inactivation

  • Account maintenance request handling (including multi-update cases such as Dental Groups)

  • Help Desk ticket compliance and SLA adherence

Job Qualifications

Required:

• French: Proficient level (professional fluency) - primary customer support language.

• English: C1 (Proficient) - required for bilingual support and internal collaboration.

• Experience in Customer Service / Customer Operations / Shared Services, preferably in a phone-based environment.

• Strong knowledge or exposure to order management, case/ticket workflows, and customer account support.

• High attention to detail and ability to follow defined business rules, internal controls, and compliance requirements.

• Strong communication skills and ability to manage multiple stakeholders (customers, Sales, IT, AR, operations partners).

• Ability to prioritize workload, manage SLAs, and adapt in a fast-paced "flow-to-work" environment.

Preferred:

• Experience in Quality Assurance, auditing, process compliance, or internal controls within customer operations.

• Experience working with master data/account maintenance processes (parent/bill-to structures).

• Familiarity with ecommerce/order platforms and ticketing tools (e.g., Help Desk / workflow systems).

• Experience partnering with Sales, AR, plant/supply chain, or IT teams to resolve customer/order issues.

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 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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