Customer Service Excellence Consultant

1 week ago

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

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

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

Our workforce acknowledges the significant role we play in the global supply chain by staying ahead of the dynamic logistics landscape, aiming to provide 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 service quality. This role involves overseeing the service lifecycle, nurturing a culture of service excellence, and spearheading initiatives for service and process enhancement.

Key Qualifications:
  • 2-5 years of experience in IT Service Management, IT Operations, Service Delivery Management, or related fields.
  • Familiarity with the following:
    • 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 manageable tasks.
  • Strong communication skills to engage with stakeholders across various departments and levels; adept at summarizing complex information, facilitating discussions, and leading brainstorming sessions.
  • Willingness to challenge existing processes; evaluate business/IT requirements and workflows to ensure operational excellence.
  • Desire to expand your expertise across multiple domains, particularly in freight logistics and general operations management, to drive projects from conception to execution.
Primary Responsibilities:
  • Guide the development of the IT Service Management framework, including the creation, 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 recommend improvement opportunities for assessment and implementation.
  • Cultivate a culture of service excellence through training, framework development, and communication of service excellence initiatives, progress, and outcomes.
  • Engage with business stakeholders to collect voice of customer (VOC) feedback and translate needs into functional and technical requirements for execution.
  • 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 control.
  • Establish metrics and reporting to monitor and manage 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 lifecycle of services, including design, documentation, implementation, and continuous enhancement.
  • Oversee the ITSM tooling improvement pipeline from request to delivery.
Compensation:
  • $95,000 - $120,000/year based on education and experience level.
Benefits:
  • Hybrid work schedule (1-day a week working from home); laptop provided by OEC Group.
  • 10-days PTO (Paid Time Off), 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 3% company match.
  • Discounted pet insurance.
  • Annual performance bonus and mid-year reviews for salary increases.
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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