Analyst - Performance Management & Customer Service

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 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
• 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 analytical skills, with the ability to gather, interpret, and present data effectively Required
• Proficiency in Microsoft Excel, and familiarity with data visualization tools (e.g., Power BI, Tableau) Required
• Excellent attention to detail and organizational skills Required
• Strong communication skills, with the ability to present findings and insights clearly Required
• Ability to work independently and as part of a team, managing multiple tasks and deadlines Required
• 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 Requ