Senior Corporate Process Analyst
Apply NowCompany: OOCL USA, Inc.
Location: South Jordan, UT 84095
Description:
Senior Corporate Process Analyst
In-person/on-site role. Mon-Fri 8:30AM-5PM MT (w/1 hour lunch)
10913 S River Front Pkwy, South Jordan, UT 84095
With our core values - People People People, Community Responsibility, Customer Focus, Excellence through Quality - we hope to empower our employees to achieve the mission of OOCL.
What is OOCL?
OOCL is one of the world's largest integrated international container transportation, logistics and subsidiary companies. As one of Hong Kong's most recognized global brands, OOCL provides customers with fully integrated logistics and containerized transportation services, with a network that encompasses Asia, Europe, the Americas, Africa and Australasia.
Within our organization, the North America Group (NAG) Corporate Customer Service team oversees the creation, review, and updates of customer service procedures to align with corporate standards and global guidelines. We monitor KPIs, assess performance, and identify areas for process improvement while providing system-related support for the customer service team. Our team also assists with global policy applications, regional exceptional handling, compiling training materials and managing customer service reports and data sources. We ensure compliance and adherence to process through regular reviews.
OOCL Benefits (What we offer to you):
All employees enjoy these outstanding benefits, while in a safe, friendly, clean, business casual office environment. Benefits include:
Job Responsibilities:
Minimum Requirements:
Preferred Skills:
Be part of a team!
All employment is contingent upon the successful completion of a background check
OOCL is an Equal Opportunity Employer and offers a diverse, inclusive, and equitable work environment. OOCL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. For more information, we encourage you to visit us at www.oocl.com.
In-person/on-site role. Mon-Fri 8:30AM-5PM MT (w/1 hour lunch)
10913 S River Front Pkwy, South Jordan, UT 84095
With our core values - People People People, Community Responsibility, Customer Focus, Excellence through Quality - we hope to empower our employees to achieve the mission of OOCL.
What is OOCL?
OOCL is one of the world's largest integrated international container transportation, logistics and subsidiary companies. As one of Hong Kong's most recognized global brands, OOCL provides customers with fully integrated logistics and containerized transportation services, with a network that encompasses Asia, Europe, the Americas, Africa and Australasia.
Within our organization, the North America Group (NAG) Corporate Customer Service team oversees the creation, review, and updates of customer service procedures to align with corporate standards and global guidelines. We monitor KPIs, assess performance, and identify areas for process improvement while providing system-related support for the customer service team. Our team also assists with global policy applications, regional exceptional handling, compiling training materials and managing customer service reports and data sources. We ensure compliance and adherence to process through regular reviews.
OOCL Benefits (What we offer to you):
All employees enjoy these outstanding benefits, while in a safe, friendly, clean, business casual office environment. Benefits include:
- Medical, Dental, and Vision Insurance
- 401k Retirement Plan AND Pension Plan
- Paid Vacation/PTO
- Separate Paid Sick Time Off
- Major Holidays Paid
- Paid Personal Days in Addition to PTO
- Tuition Assistance after 12 months
- Employee Assistance Program
- Referral bonus
Job Responsibilities:
- Review, create, and update North America Group (NAG) customer service procedures in line with corporate standards.
- Identify and monitor potential issues that could negatively impact standard customer service levels and provide corrective direction to the customer service management team and staff (as needed).
- Measure customer service KPI requirements and provide assessment of performance and recommendations for efficiency. In addition, understand customer behavior to identify potential areas for process improvements.
- Provide system related support at corporate customer service level to action batch route updates, VGM submission, set-up and maintain dashboard skill groups and assist NAG customer service management with service level issues.
- Assist NAG customer service management regarding application of Global policy, exception handling and commodity designations.
- Provide instructional material on key subject matter, and prepare, draft, record, and distribute material internally and externally based on business demand requirements.
- Facilitate the implementation of NAG customer service processes that require daily, weekly and/or monthly action and monitoring.
Minimum Requirements:
- Must reside in Salt Lake City Metro Utah area
- Knowledge of Microsoft Office Suite, especially Excel (pivot tables, dashboards)
- Ability to communicate effectively, both written and verbal
- Attention to detail, time management, multi-tasking
- Analytical ability
Preferred Skills:
- Ability to work well in a team
- Problem solving skills
- MS Power BI, Power App, Power Automate
Be part of a team!
- Have a collaborative mindset as your daily interactions will include working with our customers and with many people in various departments within our organization in a team-based environment.
- Bring your experience and thrive on proactively suggesting opportunities to increase efficiency and to improve the current process.
All employment is contingent upon the successful completion of a background check
OOCL is an Equal Opportunity Employer and offers a diverse, inclusive, and equitable work environment. OOCL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. For more information, we encourage you to visit us at www.oocl.com.