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Customer Service Excellence Consultant

2 months ago

Cerritos, California, United States OEC Group Full time
Job Overview

We provide competitive compensation, comprehensive benefits, Paid Time Off, and avenues for career advancement.

Founded in 1981, OEC Group stands as a leading freight forwarding company within the transportation sector. We deliver freight transportation, logistics, and information services to a diverse clientele exceeding 50,000 through a global network of offices.

Our team members understand the significance of our contributions to the global supply chain by staying abreast of the dynamic logistics landscape, all aimed at providing superior information and services to our customers.

As a Service Excellence Specialist, you will be instrumental in the Service Excellence team, driving our commitment to outstanding service. This role involves overseeing the service lifecycle, cultivating a culture of service excellence, and spearheading initiatives for service enhancement and process optimization.


Key Qualifications:
  • 2-5 years of experience in IT Service Management, IT Operations, Service Delivery Management, or related fields.
  • Familiarity with the following is advantageous:
    • IT Service Management frameworks (ITIL, COBIT, etc.; ITIL Foundations or higher is preferred)
    • Project Management experience
    • Process Improvement Methodologies (Lean Six Sigma, Agile, etc.)
    • Software Development Methodologies (SDLC, Agile, DevOps, etc.)
  • Experience with IT Service Management Tools (4me preferred; ServiceNOW, BMC, Freshworks, etc.)
  • Proficiency in Web Technologies (HTML, CSS, JavaScript, Java, SQL) and Automation Technologies (e.g., RPA) is preferred.
  • Ability to work autonomously, navigate complex environments, and simplify intricate processes into actionable steps.
  • Strong communication skills to engage with stakeholders across various departments and levels; capable of summarizing complex information, facilitating discussions, and leading brainstorming sessions.
  • Willingness to challenge existing practices; evaluate business/IT requirements and processes to ensure operational excellence.
  • A desire to expand your expertise across multiple domains, particularly in freight logistics and operational management, to drive projects from inception to execution.
Core Responsibilities:
  • Facilitate the establishment of the IT Service Management framework, including the development, monitoring, measurement, and analysis of standardized IT processes and best practices.
  • Design and implement training and coaching for IT team members on service excellence, IT Service Management frameworks, and process improvement methodologies.
  • Collaborate with IT service owners to identify service deficiencies and propose opportunities for service enhancement.
  • Promote a culture of service excellence through training, framework development, and communication of service excellence initiatives, progress, and outcomes.
  • Engage with business stakeholders to gather voice of customer (VOC) insights and translate needs into functional and technical requirements for implementation.
  • Lead process analysis and design workshops to create solutions for identified business or IT challenges.
  • Oversee service/process improvement and automation initiatives, from ideation through implementation and monitoring.
  • Establish metrics and reporting to track and control process and service performance, measuring the impact of improvements.
  • Provide operational reporting on key performance indicators (KPI) on a weekly and/or monthly basis.
  • Support the service lifecycle, including design, documentation, implementation, and continuous improvement.
  • Manage the ITSM tooling improvement pipeline from request to delivery.
Compensation:
  • $95,000 - $120,000/year based on education and experience.
Benefits:
  • Hybrid work schedule (1-day a week remote); company-provided laptop.
  • 10 days of Paid Time Off (PTO), Employee Appreciation Days, Paid Holidays, Sick/Flex time.
  • Comprehensive Health Insurance coverage including medical, dental, vision, term life, and accident insurance.
  • 401K retirement plan with a 3% company match.
  • Discounted pet insurance.
  • Annual performance bonuses and mid-year salary reviews.
Education:
  • Bachelor's degree in Business Administration, Project Management, Industrial Engineering, or a related field is preferred.
OEC Group is an Equal Opportunity Employer

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