Analyst - Performance Management & Customer Service

GLOVIS America, Inc.; California (MO); On-site; USD 52,000 - 56,000; Full time

Job summary

Join a forward-thinking logistics provider as an Analyst in Performance Management and Customer Service. This role is vital in analyzing performance metrics and supporting decision-making processes to enhance customer service operations. You will collaborate with cross-functional teams to ensure the achievement of performance goals while utilizing advanced data visualization tools. The company values innovation and teamwork, offering a dynamic environment where your analytical skills will shine. If you are passionate about data analysis and logistics, this opportunity is perfect for you.

Benefits

Medical Insurance

Vision Insurance

Flexible Spending Accounts (FSA)

Paid Vacation

Pet Insurance

401(k) with Generous Matching

Tuition Reimbursement

Wellness Program

Discretionary Bonuses

Monthly Team Building Activities

Qualifications

• 1-2 years of experience in Data Analysis, Performance Management, or Logistics.
• Strong analytical skills and proficiency in Microsoft Excel required.

Responsibilities

• Analyze performance data related to KPIs and customer service metrics.
• Support decision-making with data-driven insights and reports.

Skills

Analytical Skills

Microsoft Excel

Data Visualization Tools

Communication Skills

Problem-Solving Skills

Logistics Knowledge

Education

Bachelor's Degree

Tools

Power BI

Tableau

Job description

Analyst - Performance Management & Customer Service

Glovis America - 18191 Von Karman Ave, Irvine, California, United States of America

Job Description

GLOVIS America, Inc. is a third-party logistics provider headquartered in Irvine, CA. Since our inception in 2002, we are committed to delivering our customers products via truck, rail, or ocean vessel throughout the U.S., Canada, and Mexico. Glovis America makes every effort to exceed standards by providing quality service to our customers and vendors of the automotive, freight forwarding, parts distribution, used car, and fuel industries. We cater logistics strategies and processes to our customers' needs by utilizing the latest information systems and advanced technologies.

Summary

The Analyst – Performance Management and Customer Service Team will be responsible for providing analytical support to the Supervisor of Performance Management and Customer Service. This role involves gathering, analyzing, and reporting data related to performance metrics, customer service operations, and logistics activities. The Analyst will work closely with the Performance Management and Customer Service team to support decision-making and ensure the achievement of performance goals for Hyundai, Kia, Genesis, and non-captive customers.

Responsibilities

• Collect and analyze performance data related to KPIs, customer service metrics, and logistics operations for Hyundai, Kia, Genesis, and non-captive customers
  • Provide data-driven insights and recommendations to the Supervisor, Performance Management and Customer Service, based on the analysis of performance trends and data
  • Support the preparation of reports on performance metrics, ensuring accuracy and consistency across all performance-related data
  • Assist in monitoring the achievement of key performance indicators (KPIs) for customer service and logistics operations
  • Ensure timely and accurate delivery of performance reports to internal teams, senior management, and external customers
  • Work closely with the Supervisor and cross-functional teams, including Wholesale Planning, Operations, and Logistics, to support performance monitoring and improvement initiatives
  • Assist in communicating performance progress to internal stakeholders, ensuring transparency and clarity in performance data
  • Identify opportunities for improving performance management processes and data accuracy
  • Support the Supervisor in implementing recommendations for process optimization based on data analysis
  • Assist in monitoring customer service operations, ensuring adherence to service standards and performance goals
• Provide support for tracking customer feedback, addressing service issues, and identifying areas for improvement
  • Provide ad hoc analytical support for various performance management and customer service-related projects, as needed
  • Assist with troubleshooting and resolving performance-related issues based on analysis and insights
  • Assist in creating data visualizations to communicate complex performance data in an easily understandable format
  • Help document analytical processes, reporting templates, and procedures for performance monitoring and customer service
  • Other duties as assigned

Compensation Range

$52,000-$56,000 per year (Subject to Compensation Study Upon Candidate Selection)

Benefits of working at Hyundai GLOVIS America Inc.

• Medical Insurance
• Vision Insurance
• Health Care & Dependent Care Flexible Spending Accounts (FSA)
• Basic Life and AD&D as well as Short-Term & Long-Term Disability
• Paid Vacation, Holidays, and Sick leave
• Pet Insurance
• Hospital and Critical Illness Insurance
• Wellness Program and Gym Reimbursement*
• 401(k) with Generous Matching
• Quarterly Employee Lunches, Summer Refreshments, and Monthly Team Building Activities*
• Discretionary Bonuses*
• Tuition Reimbursement*

*Benefits may vary by location. All benefits pursuant to Company policy

Skills

• Strong analytical skills, with the ability to gather, interpret, and present data effectivelyRequired
• Proficiency in Microsoft Excel, and familiarity with data visualization tools (e.g., Power BI, Tableau)Required
• Excellent attention to detail and organizational skillsRequired
• Strong communication skills, with the ability to present findings and insights clearlyRequired
• Ability to work independently and as part of a team, managing multiple tasks and deadlinesRequired
• Problem-solving skills, with a focus on identifying issues and providing actionable solutions Required
• Knowledge of a Logistics or Supply Chain environment Preferred

Education & Experience

• Bachelor's Degree Required
• 1 - 2years of experience in Data Analysis, Performance Management, Customer Service, Logistics Required
• 2 - 5 years of experience in Data Analysis, Performance Management, Customer Service, Logistics Preferred

Physical Requirements

• Ability to sit in front of a desk and/or in front of the computer for long periods of time
• Repetitive use of hand/grasping product, writing, and typing
• Stand/walk

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Working and Environmental Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Typical office environment with low-level noise exposure
• This position is located in the Irvine, CA office
• Communication with employees and field partners will be primarily conducted via phone and email

The above statements are intended to describe the general nature of work performed by employees assigned to this position. They are not intended to be a complete list of all job duties performed by persons in the position. Glovis America reserves the right to revise or amend duties at any time as the needs of the company and requirements of the job change.

Glovis America - 18191 Von Karman Ave, Irvine, California, United States of America