POH Customer Support & Operations Analyst

Job Location

San José

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2) do not complete either assessment until you have been contacted for documentation verification.

This role supports Professional Oral Health (POH) customers in the United States, providing end-to-end customer service through phone support (English) and operational workflows. Core processes include order placement, master data/account maintenance, and resolution of inquiries via Help Desk tickets, while ensuring quality, compliance, and internal controls across the scope.

Depending on business needs and your strengths, you may be assigned to one of these focus areas:

• Customer Support Operations
• Capability Training / Onboarding & Refreshers
• Customer Support Coordination & Quality Assurance
• Price & Payment Terms Controls

• 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 Pro Shop 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 Pro Shop 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).

This single job posting covers multiple POH Customer Service tracks. Final assignment will be based on business needs and the candidate’s strengths across Customer Support, Training/Capability, QA/Coordination, or Price & Payment Terms scope.

• 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 escape issues with good judgment.

• 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.

• We'll give you responsibilities as of Day 1 – you will…