Consumer Service Specialist

Job description

P&G is the largest consumer packaged goods company in the world. We have operations in over 75 countries, with 65 trusted brands that improve lives for 5 billion consumers worldwide. This brings many advantages, including the opportunity for our employees to enjoy a diverse and rewarding lifelong career filled with new and exciting challenges.

We believe great ideas emerge from the creative connections that happen between our talented employees and we encourage diverse, multi-functional teams to work together to generate new ideas to address challenges we face.

We are looking for a passionate and driven individual to join P&G’s Global Consumer Relations (GCR) organization as a Consumer Service Specialist, in our Client & Services Delivery team in Cincinnati, OH. GCR provides P&G brands with a variety of consumer engagement services that ultimately drive brand loyalty, by delivering excellent experiences for the consumers both before and after they purchase a P&G product. The Client & Services Delivery teams are responsible for managing the GCR services for the brands in collaborating with external service delivery partners such as contact centers.

A Consumer Service Specialist is responsible for overall operational support of the consumer engagement services provided for their brands. This person is an expert in the P&G brands they support, as well as the end-to-end work processes within GCR and our contact center partners. A Consumer Service Specialist acts as the single point of contact between multifunctional brand teams, GCR, and our external partners to drive operational excellence and high consumer satisfaction.

In this role, you will be responsible for:

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Client & Vendor Relationships: Establish and maintain effective and collaborative relationships with key multifunctional stakeholders.

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Consumer Satisfaction: Analyze key metrics such as Consumer Experience (CX) and Purchase Intent (PI) data from surveys and identify improvement opportunities for GCR and our contact center vendors. Report trends for consumer contacts with the brands within your categories.

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Direct to Consumer (DTC): Provide day to day support to contact center team to ensure DTC shop is running smoothly and efficiently. Escalates order and website issues quickly to category manager. Identify opportunities to optimize work processes.

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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 QA, R&D, Marketing, and Communications teams to gather this information in order to update our knowledge base, notify contact center vendors, define training requirements, and forecast contact volume.

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Knowledge Management: Update and optimize our knowledge base with specific brand/category information. The Knowledge base is used by the advisors on the contact centers to guide their consumer interactions. This includes innovative thinking on how to manage consumer contacts efficiently while minimizing escalations due to knowledge outages.

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FAQs: Create public-facing, search-optimized FAQ articles for brands supported, based on type and frequency of consumer contacts

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Escalations: Manage escalations from contact center partners and collaborate with various stakeholders to drive resolution. Apply lessons learned to improve the knowledge base and contact handling processes.

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Telephony: Provide guidance on telephony support including Interactive Voice Response (IVR) management, phone numbers, and voice talent.

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Fulfillment: Support various stakeholders in resolving critical order fulfillment issues impacting consumers, such as shipment delays or product recalls. This includes collaborating with the brands to provide guidance to contact centers on how to handle consumer contacts; and potentially assisting with the processing of refund requests, depending on the brand impacted.

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Written Communications: Create and maintain consumer response templates for email and chat to share with contact center partners. This includes regular analysis on whether the template are working well with consumers and making necessary changes to improve CX.

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Training: Lead brand/category specific training needs in partnership with contact center partners. This includes new product training, training updates, and training deemed necessary to improve an operational metric (i.e. service levels/CX/PI).

We are looking for passionate and driven individuals who are:

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Business and consumer focused when handling day-to-day operations or issues escalated to always consider the consumer experience and each brand’s objectives, goals, and strategies.

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Agile in adapting to change as the organization evolves, and comfortable managing multiple priority assignments in collaboration with internal GCR teams, brand teams, and external partners.

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Excellent at communicating information in a clear and concise manner with various groups of stakeholders both in-person and through email.

Qualifications

Required Qualifications

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2+ years of experience related to either client engagement, customer/consumer support, or business operations

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Currently located in the Cincinnati, OH region or able to relocate immediately (this role is not eligible for relocation assistance)
 

Preferred Qualifications

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A Bachelor’s degree related to communication or business studies

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Experience working with Salesforce and Sprinklr

Keep in Mind:

Starting Pay / Salary Range:  $48,000 – $66,700

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 do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, veteran status, HIV/AIDS status, or any other legally protected factor.

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 . 

Procter & Gamble participates in e-verify as required by law.

Qualified individuals will not be disadvantaged based on being unemployed.

The Value of a P&G Career

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Ongoing coaching and career development – you will work with passionate people and have access to best in class training through our P&G Leadership Academy as well as day-to-day mentoring from your manager.

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We provide a market-competitive salary benchmarked against the finest companies, so you'll be able to spend your generous vacation time doing more of the things you love with the people you love.

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We offer a suite of benefits, including but not limited to: flexible working arrangements, remote working options, generous paid vacation increasing with service, generous parental leave policies, group life insurance, health insurance, and dedicated support to help you find the right child care or elder care.

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Additional perks include discounted P&G products from our company shops and a discount platform offering you unbeatable savings on everything from groceries to exotic holidays.

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What's more, your financial package might include things like interest-free loans, a tax-advantageous share purchase plan, a contributory pension plan, and financial education and advisement on topics including purchasing real estate and generating wealth.