Analyst II, Field Success Management

Estes Express Lines; Richmond (VA); On-site; USD 80,000 - 100,000; Full time

Job summary

Estes Express is seeking a Field Success Management Analyst to join the Field Success Management team. You will deliver exceptional customer service to field personnel and provide Tier 2 support for business processes, applications, hardware, and infrastructure to improve first-call resolutions.

You will collaborate across teams, document issues and resolutions, and identify opportunities for automation and training to drive efficiency across Estes terminals.

Qualifications

• College diploma or university degree and/or equivalent work experience showing proven results
• Experience should include 5+ years working in LTL Freight Operations with inbound/outbound processes, tools, and systems
• Strong customer-focus service mindset for internal and external customers
• Excellent communication skills including listening, verbal, written, facilitation and presentation skills
• Ability to thrive in a highly collaborative, fast-paced environment
• Ability to identify and implement automation and/or training opportunities
• Experience with documenting SOPs/FAQs/how-to documents or knowledge base articles
• Strong ability to communicate ideas in technical and user-friendly language
• Willingness for on-call schedule and travel as needed
• Must be authorized to work in the United States

Responsibilities

• Provide field operations associates with support, guidance, and troubleshooting in the use of software applications and field equipment
• Provide technical knowledge and mentoring on best practices related to software and hardware applications
• Coach users on best practices to accomplish tasks
• Create and maintain up-to-date documentation of support interactions, issues, and resolutions
• Work with IT resources and vendors to stay current on processes and standards
• Identify trends to implement improvements, including automation or training
• Evaluate hardware/software issue trends to recommend improvements
• Work with leadership to implement best practices and process improvements
• Attend work reliably and fulfill duties as assigned

Skills

Customer service

Communication

Collaboration

Problem solving

Time management

Education

Bachelor's degree or equivalent work experience

Tools

Jira Service Management

Service management tools

Job description

Job Summary:

The Field Success Management Analyst, as a member of the Field Success Management team, is responsible for providing exceptional customer service to field personnel ensuring high productivity and resiliency across all Estes terminals. The FSM Analyst provides Tier 2 support related to business process, application, hardware, and infrastructure needs or issues. The primary goal will be to increase first-call resolutions or conduct soft hand-off to the appropriate Tier 3 team(s) which would include collaboration and coordination with other teams for escalations, status updates, and timely resolutions.

• Provide field operations associates with support, guidance, and troubleshooting in the use of software applications and field equipment (e.g. tablets, mobile handhelds, freight dimensioning equipment, scales, and telematics equipment, etc.)
• Provide technical knowledge and mentoring on best practices associated with the Software and Hardware Applications used to move freight through the Estes network
• Leverage subject matter expertise to coach and guide users through best practices on how to accomplish their task
• Responsible for creating and maintaining up-to-date documentation (e.g., knowledge base articles, how to’s, etc.) of all support interactions, issues, and resolutions.
• Work closely with IT technical resources and vendors to stay current on new processes and standard practices
• Identify and document trends and patterns to make recommendations and implement improvements, including automation and/or training opportunities
• Evaluate trends in hardware and software issues to recommend improvements
• Work with the leadership to implement best practices and process improvements
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications:

• College diploma or university degree and/or equivalent work experience showing proven results
• Experience should include at least 5+ years working in LTL Freight Operations with specific experience around Inbound and/or Outbound freight operations processes, tools, and systems
• Passionate commitment to delivering exceptional customer-focus service to both internal and external customers
• Excellent communication skills including listening, verbal, written, facilitation and presentation skills; demonstrated experience summarizing and technical efforts and how they align to business outcomes required
• Ability to thrive in a highly collaborative, fast paced environment
• Must have strong ability to identify, analyze, recommend, and implement automation and/or training opportunities
• Ability to coach and guide users through best practices on how to accomplish their task
• Ability to rapidly adapt and respond to changes in environment and priorities
• Demonstrated experience in developing, documenting, and implementing standard operating procedures, FAQ’s, how-to documents, or other knowledge base articles highly preferred
• Strong ability to communicate ideas in both technical and user-friendly language
• Must be available for On-call schedule as required
• Strong Microsoft Office skills required
• Experience with Jira Service Management or other service management tools preferred
• Must be able to travel occasionally as needed
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.