Job Location Cincinnati Job Description Do you excel at Customer Service? If so you would be an excellent fit for our Service Delivery Category Core/Base Specialist. In this role you would be responsible for overall operational support as it relates to a specific category (i.e. Oral Care) and by extension our contact center vendor operations. You will act as a single point of contact between multi interpersonal brand teams, GCR (Global Consumer Relations), and our contact center vendor to drive operational excellence and high consumer happiness. Responsibilities: + Client and Vendor Relationships: Establish and maintain effective and collaborative relationships with key customers. Lead internal activities to ensure questions/issues raised by the contact center are resolved timely. + Initiative Delivery: Prepare and deliver high quality initiative information to GCR and share real-time consumer reaction back with business teams. You'll work with Quality Assurance, Research &Development, Marketing and Communications to capture this information to update Knowledge database, define training requirements, and input into contact volume forecasting. You will also ensure your digital peer is aware of digital pipeline to deliver on digital tasks. + Knowledge Management: Update and optimize our Knowledge base with specific brand/category information. This includes innovative thinking on how to lead consumer contacts efficiently and minimize issues due to knowledge outages and early alerts to trends from consumers. + FAQs: Transform knowledge into public-facing, search-optimized FAQs for a specific brand/category. + Telephony: Provide mentorship on telephony support including Interactive Voice Response management, phone numbers and voice talent. + Fulfillment: Ensure appropriate fulfillment items are available in SalesForce. Handle any issues that arise. + Written Communication (email, chat): Build and maintain brand/category templates. This includes regular analysis on whether the templates are working well with consumers and making changes to improve Consumer Experience and advisor efficiency. + Training: Leading brand/category specific training needs in partnership with call center partners. This includes new product training, training updates, and training deemed vital to improve an operational metric (i.e. service levels/Consumer Experience). + Master Data: Ensure product paths are kept up-to-date and linked to appropriate comment codes; maintain other master data as needed (i.e. surveys, fulfillment, etc.) Job Qualifications + Proficiency in Microsoft Office required. + Analytics Tools (Power BI) skills preferred. + CRM (Customer Relationship Management) software familiarity is preferred. Starting Pay/Salary Range: $74,100 - $92,650 Compensation for roles at P&G varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. At P&G compensation decisions are dependent on the facts and circumstances of each case. Total rewards at P&G include salary + bonus (if applicable) + benefits. Your recruiter may be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the hiring process. We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Immigration Sponsorship is not available for this role. For more information regarding who is eligible for hire at P&G along with other work authorization FAQ’s, please click HERE (https://faq.pgwebtools.com/us-work-authorization-faqs/) . Procter & Gamble participates in e-verify as required by law. Qualified individuals will not be disadvantaged based on being unemployed. 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. Job Schedule Full time Job Number R000122037 Job Segmentation Recent Grads/Entry Level (Job Segmentation) Starting Pay / Salary Range $74,100.00 - $92,650.00 / year