Job Location

Cincinnati

Job Description

The Client Service Delivery Category Digital/eCommerce Specialist is responsible for overall operational support as it relates to digital services and solutions (i.e., Ratings & Reviews, Social, Mobile Apps, Chatbot, eCommerce, etc).  This person is an authority in their category, services, and solutions as well as end-to-end work processes within Global Consumer Relations (GCR), and by extension our contact center vendor operations.  A Digital Category Specialist acts as the SPOC between organization brand teams, GCR and our contact center vendor to drive operational excellence and high consumer satisfaction.

In this role you will be responsible for:

Client & Vendor Relationships:  Establish and maintain effective and collaborative relationships with key partners.  Lead Internal Activities and Support Ticket requests to ensure timely completion for any technical issues or outages. 

eCommerce/Direct to Consumer:  Provide day to day support to contact center team to ensure eCommerce shops are running smoothing and efficiently.  Find opportunities to optimize work processes. 

Ratings & Reviews, Social management, and Mobile Applications:  Support brand team in the initial setup; provide daily support and oversight to contact center vendor; monitor trends and comments and drive action plans to resolve issues.  

Chatbots: Partner with solution managers to implement chatbot strategy and deliver action plans; find opportunities for improvement.

Initiative Delivery:  Partner with your core base business colleagues to learn about new initiatives coming; deliver all digital tasks on the initiative delivery checklist.  Document digital related initiatives (i.e., eCommerce promotions, presales, etc). 

Knowledge Management:  Update and optimize our Knowledge base with specific digital/DTC information.  This includes innovative thinking on how to handle consumer contacts efficiently and minimize issues due to knowledge outages and early alerts to trends from consumers. 

Telephony:  Provide guidance on telephony support including IVR management as it related to eCommerce content. 

Written Communications (email, chat, vendor communications):  Build and maintain brand/category templates. 

Training: Lead Digital/eCommerce specific training needs in partnership with call center partners. 

Master Data – Ensure product paths are kept up to date and linked to appropriate comment codes; maintain other master data as needed (i.e., suveys, fulfillment, etc).  

Job Qualifications

Preferred Qualifications:

Bachelor's Degree2+ years experience in a contact/call center.Data Management and Reportinge-commerceTaking Initiative

Starting Pay/Salary Range:  MIN - MAX

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.

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

R000117636

Job Segmentation

Recent Grads/Entry Level (Job Segmentation)

Starting Pay / Salary Range

$74,100.00 - $92,650.00 / year