What are the responsibilities and job description for the Customer Research Specialist - Ocean Shipping position at OOCL USA Inc?
Customer Research Specialist
Must be located in or near the Salt Lake City, Utah area. 10913 S River Front Pkwy, South Jordan, UT 84095
On-site role Mon-Fri (w/1 hour lunch)
With our core values – People People People, Community Responsibility, Customer Focus, Excellence through Quality – we hope to empower our employees to achieve the mission of OOCL.
What is OOCL?
OOCL is one of the world's largest integrated international container transportation, logistics and subsidiary companies. As one of Hong Kong's most recognized global brands, OOCL provides customers with fully integrated logistics and containerized transportation services, with a network that encompasses Asia, Europe, the Americas, Africa and Australasia.
Within our organization, the North America Group (NAG) Corporate Customer Service team oversees the creation, review, and updates of customer service procedures to align with corporate standards and global guidelines. We monitor KPIs, assess performance, and identify areas for process improvement while providing system-related support for the customer service team. Our team also assists with global policy applications, regional exceptional handling, compiling training materials and managing customer service reports and data sources. We ensure compliance and adherence to process through regular reviews.
OOCL Benefits (What we offer to you):
All employees enjoy these outstanding benefits, while in a safe, friendly, clean, business casual office environment. Benefits include:
- Medical, Dental, and Vision Insurance
- 401k Retirement Plan AND Pension Plan
- Paid Vacation/PTO
- Separate Paid Sick Time Off
- Major Holidays Paid
- Paid Personal Days in Addition to PTO
- Tuition Assistance after 12 months
- Employee Assistance Program
- Referral bonus
Job Responsibilities:
- Manage the functional mailboxes to validate existing customer account codes to match information on the shipping Instructions, account re-activation and any other relevant customer profile verification in the OOCL enterprise system.
- Verifies all NAG customer codes to ensure company legitimacy, data integrity and no duplicate records by selecting the appropriate verification progress indicator in the OOCL system.
- Complete all system dash board tasks in line with the verification process and meet global KPI requirements.
- Performs customer profile cleanup efforts including but not limited to reviewing inactive customer codes, address and name updates, manages main/branch hierarchy, functional states and replacement of customer profiles.
Minimum Requirements:
- Knowledge of Microsoft Office Suite, especially Excel
- Ability to communicate effectively, both written and verbal
- Experience in administrative, customer service, or other roles involving data handling
- 1-3 years of data entry experience
- Ability to communicate effectively in Spanish
Preferred Skills:
- Attention to detail and capturing accurate information
- Able to handle multiple tasks and quickly adjust priorities based on work demands
- Able to interpret information and identify how to apply based on queries received
- Work well under pressure
- Effective verbal and communication skills
- Problem solving mindset
All employment is contingent upon the successful completion of a background check.
OOCL is an Equal Opportunity Employer and offers a diverse, inclusive, and equitable work environment. OOCL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. For more information, we encourage you to visit us at www.oocl.com.