Senior Analyst - Customer Interface (VTP)

About Hyundai GLOVIS America Inc.
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 Senior Analyst, Customer Interface VTP, serves as a key resource for delivering and improving Tier 1 customer support to users of the Vehicle Tracking Portal (VTP). The role is responsible for handling customer inquiries, troubleshooting challenges, logging and analyzing incidents, and guiding users through VTP functionalities. With focus on quality, consistency, and process optimization, the role plays a key part in strengthening the overall customer experience. The position also contributes to the ongoing development of the VTP tools, enhancements, and training materials by providing insight and feedback.
Responsibilities
• Provide VTP Tier 1 customer support (Responding to inquiries, resolving challenges, and logging incidents) between 7 AM - 3 PM (Even weeks) or 11 AM - 7 PM (Odd weeks). May vary depending on the demand
◦ Serve as liaison between customers and Finished Vehicle Operations team and/or IT for support related matters
◦ Perform analysis of incident trends, recurring challenges, and support processes to communicate findings to the VTP team for potential system and/or process improvements
◦ Participate in system testing and validation of new VTP features or updates prior to deployment
◦ Support the development and refinement of training materials, user guides, and support documentation
◦ Collaborate with cross-functional teams to contribute to system enhancement initiatives
• Support Supervisor, Customer Interface VTP, ensuring timely delivery of prioritized tasks/projects
◦ Support Customer Interface team on Ad Hoc tasks as necessary
◦ Other duties as assigned
Compensation Range
$58,000- $63,000 Per Year (Subject to Compensation Study Upon Candidate Selection)
Benefits of working at Hyundai GLOVIS America Inc.
• Medical Insurance
• Vision Insurance
• Dental 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
• Referral Bonuses*
• Auto Allowance*
• 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 proficiency in PC Skills - Excel, Word, PowerPoint, Outlook Required
• Experience with Tier 1 customer support function Required
• Excellent communication skills for both customer interactions and internal collaboration Required
• Ability to work independently while contributing to a collaborative team environment Required
• Experience with incident management tools and ticketing systems, including trouble shooting techniques Preferred
• Experience working with Automotive dealers, customer training, or user support tools Preferred
Education & Experience
• High School Diploma/G.E.D Required
• Associate's Degree Preferred
• 3 - 5 Years of Experience in Customer Service Required
• 4 - 7 Years of Experience in Customer Service Preferred
Physical Requirements
• Ability to sit in front of a desk and/or in front of the computer for long periods
• Repetitive use of hand/grasping product, writing, and typing
• Stand/walk
• Carry/lift up to 15 pounds
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 will be 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 employ