Analyst, Digital Services

Ocean Network Express North America; Boise, Northern (ID, KY); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Hybrid work schedule

Medical, dental, vision insurance

Life insurance

Short/long-term disability

401K plan

Job summary

Ocean Network Express North America in Boise is seeking an Analyst, Digital Services to drive customer adoption of self-service tools on the ONE eCommerce platform. You will analyze usage, report metrics, and support digitization initiatives regionally and globally.

The role collaborates with BPIT, Customer Success, and sales to deliver targeted trainings, prepare business specs, and participate in UAT testing.

Qualifications

• 3+ years of industry-related sales or training experience.
• Bachelor’s degree preferred.
• Strong verbal and written communication; ability to train others.

Responsibilities

• Own the process of building and analyzing detailed reports identifying submission methods of customers.
• Target customers and campaign for educational meetings, with onsite or remote demos to promote digital services.
• Represent ONE in customer meetings, business reviews, and day-to-day transactions.
• Build relationships across the organization and with customers to ensure a positive experience and long-term partnership.
• Troubleshoot and resolve complex customer requests or requirements.
• Support QA and participate in UAT testing to improve customer experience.
• Provide weekly/monthly reports outlining significant activities to management.

Skills

Collaboration

Communication

Multitasking

Team player

Change advocacy

Digital services enthusiasm

Customer service mindset

Education

Bachelor's degree

Job description

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Ocean Network Express

Analyst, Digital Services

Custom Field 1: USA - Boise

Salary Range:$50,000.00to$65,000.00

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 customer's concerns or pain points, and 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 organization's 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 allow you to confidently have an open discussion with a customer to promote the services.
• Provide 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.

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 multitask
• 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 Skills

• 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.
• 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 preferred

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.

ONE NA follows a hybrid work schedule requiring employees to work 3 days in the office (i.e. Tuesday, Wednesday, Thursday) and 2 days remote each week.

Salary commensurate with experience means your pay will be directly proportional to your background, skills, and qualifications.

What we offer:

Opportunities available with hybrid working arrangements

Total rewards package including medical, dental, vision, life insurance, short-term and long-term disability, 401K plan

About Ocean Network Express (ONE)

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 sixth-largest container carrier with a fleet size of approximately 1.91 million TEU. Operating more than 240 vessels, it offers an expeditious and reliable international network of over 130 services to 120 countries and beyond. ONE is a member of the Premier Alliance, a global ocean carrier consortium.