What are the responsibilities and job description for the Analyst, Digital Services (Boise) position at Ocean Network Express?
Job Family:
Service Center
Job Title:
Analyst, Digital Services (Boise)
Location:
Boise, ID; This position will follow a hybrid work-from-home/office model with at least three days in the office weekly
Role Summary:
This position is responsible for targeting and successfully executing a strategy to effectively increase customer utilization of self services through the ONE eCommerce platform. Also responsible for the identification and development of transforming customer service opportunities with the objective of becoming the leading online service provider. Overseas and supports, in coordination with BPIT, the digitization efforts of the organization both regionally and globally; including clearly stating requirements through biz spec creation, attending meetings with local BPIT and/or global, successfully participating and providing valid and useful feedback during UAT testing and curating and executing promotional material for customer education. Collaborates with management and sales on the online promotional efforts to achieve optimal efficiency and effectiveness.
Additional Responsibilities:
- Own the process of building and analyzing detailed reports identifying submission methods of our customers.
- Own the process of targeting customers, campaigning for an educational meeting that effectively addresses the customers concerns or pain points, provide customers with onsite and/or remote demonstrations to educate and promote the use of digital service products.
- Represent ONE in customer meetings, business review and day-to-day transactions.
- Build strong relationships across the organization and with the customer to ensure a positive experience and build a long-lasting partnership
- Troubleshoot and resolve complex challenges involving customer requests or requirements
- Handles situations that may require adaptation of response or extensive research according to customer needs
- Requires extensive knowledge of the organization, products, services, and processes
- Responsible for reporting eCommerce and customer metrics and performance
- Responsible for curating and executing customer presentations to promote digital services
- Work closely with the Customer Success team to ensure customers are armed with the tools they need to be successful with ONE by utilizing our digital services
- Able to demonstrate own passion for the current digital service products as well as generate excitement from within and with our customer base on future developments.
- Works in coordination with internal stakeholders and the Digital Services Team Lead to identify necessary changes to website, products or services to fulfill customer needs.
- Aid in improving business processes by communicating and collaborating effectively with external stakeholders (clients, vendors) and internal stakeholders.
- Support the organizations digital initiatives by fully participating in ongoing meetings/updates, providing valuable feedback on biz specs and during UAT testing that ultimately improves the customers overall experience. Also ensure you have a full understanding of the current and upcoming digital products/services that allows you to confidently have an open discussion with a customer to promote the services
- Provides weekly/monthly reports to management outlining significant activities accomplished
- Independently complete pre and post planning for customer engagement
- Support Quality Assurance, as needed
- Support the Customer Success team with the onboarding process for new and existing customers, as needed.
- Ability to travel as required
Core Required Skills and Competencies:
- Ability to collaborate effectively
- Ability to anticipate, analyze, decide and navigate
- High level of both verbal and written communication skills
- Ability to multi-task
- Team-player
- Be an advocate for change
- Demonstrates and generates passion and excitement for digital service tools currently on the market and future development
Function-Specific Required Skills and Competencies:
- Applies logical methods and analytical skills for recommendations and best results
- Attention to detail and accuracy
- Experience training one-on-one or in a classroom setting
- Strong presentation skills
- Know-how to profile customer groups
- Some experience with eCommerce solutions in the shipping/logistics industry
- Working knowledge of web-based technologies and life cycle project management
- Extensive knowledge of the organization, products, services and processes
Required Minimum Years Experience:
3 industry related
Sales and/or Training experience preferred
Required Minimum Education:
Bachelor’s Degree or equivalent experience.
