Digital Services Analyst
Company: Ocean Network Express
Location: Boise
Posted on: April 17, 2024
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Job Description:
Job description: Roles and Responsibilities 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. * 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 Requirements 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 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 3+ industry
related Sales and/or Training experience preferred Bachelor's
Degree Preferred Seeked profile:Ocean Network Express (ONE) was
incepted on July 7, 2017, following the liner service integrations
of Kawasaki Kisen Kaisha ("K" LINE), Mitsui O.S.K. Lines (MOL) and
Nippon Yusen Kaisha (NYK). The new entity functions from its global
headquarters in Singapore, supported by regional headquarters in
Hong Kong, Singapore, the United Kingdom, the United States, and
Brazil. ONE is the world's seventh-largest container carrier with a
fleet size of approximately 1.53 million TEU. Operating more than
200 vessels, it offers an expeditious and reliable international
network of over 130 services to 120 countries and beyond. ONE is a
member of THE Alliance (THEA), a global ocean carrier consortium.
Ocean Network Express provides equal employment opportunities to
all employees and applicants for employment and prohibits
discrimination and harassment of any type without regard to race,
color, religion, age, sex, national origin, disability status,
genetics, protected veteran status, sexual orientation, gender
identity or expression, or any other characteristic protected by
federal, state or local laws. This policy applies to all terms and
conditions of employment, including recruiting, hiring, placement,
promotion, termination, layoff, recall, transfer, leaves of
absence, compensation, and training. At Ocean Network Express, we
strive toward high-level results for all our employees and pride
ourselves on identifying opportunities for internal movement and
advancement of proven talent. If you're interested in a career in
the global transportation industry and are looking for growth and
advancement opportunities, we encourage you to apply. We enjoy
meeting candidates who are persistent in their own professional
development. #JIL
Keywords: Ocean Network Express, Meridian , Digital Services Analyst, Professions , Boise, Idaho
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