Analyst, Refrigerated Cargo Management

Ocean Network Express•Richmond, VA

1d•Hybrid

About The Position

The Analyst, Refrigerated Cargo Management is responsible for the oversight of refrigerated cargo being exported from North America. Analysts act as the primary customer contact point, optimizing cargo movement through analytical support, troubleshooting potential challenges, addressing booking discrepancies, & ensuring high service quality. Analysts are the bridge between ONE’s customers, operational & commercial teams, acting as a liaison between all stakeholders. To execute these goals, drive performance excellence & customer satisfaction, Analysts must act as a proactive support partner, demonstrating strong communication and analytical skills, bolstered by strong operational & commercial knowledge.

Requirements

Strong data handling, analytical reasoning, presentation, and communication skills (both verbal and written)
Strong critical thinking, decision-making, and interpersonal skills
Proficiency in Google Suite (particularly GSheets formulas & functions)
Comfortable multitasking and identifying priorities
Adaptable to and comfortable with change
Motivated to provide high-end results
Team player
Container shipping knowledge, including inland and intermodal logistics as well as customs and port operations
Commercial understanding, including familiarity with account plans and service contracts
Provides exceptional service to internal and external partners with accuracy, efficiency, and effectiveness
Strong communicator, promptly addressing inquiries and requests with excellent outcome.
Bachelor’s degree or equivalent experience
2+ industry or function-related preferred

Responsibilities

Coordinate and execute the daily processes that ensure smooth movement of high-value, refrigerated North American export cargo.
Be familiar with refrigerated commodity attributes and provide oversight to avoid cargo damage.
Troubleshoot and resolve complex shipment challenges, including (but not limited to) changes of destination, broken routes, customs, schedule deviations or requests, technical challenges, account inquiries, and other operational issues in a manner which satisfies ONE and customer needs.
Handle requests unique to refrigerated cargo (ex, temperature downloads) & minimize customer impact in complex issues (ex, malfunctions)
Proactively monitor cargo and use reporting tools to monitor shipments, identifying and intervening on potential issues to avoid shipment disruption.
Monitor customer account plan allocation availability to maximize customer request accommodation, internally communicating recurring discrepancies.
Provide prompt customer notification & communication, relaying updates, advisories, or other shipping changes, to ensure customer awareness, business alignment, and service quality.
Assist in internal & customer communications across a multitude of platforms, primarily e-mail and phones, but also including chat services.
Be comfortable acting independently to resolve issues, using data-supported decision making, and coordinating cross-functional solutions.
Demonstrate strong understanding of ONE’s business, contracts, products, services, as well as account-specific business needs, special handling requests, preferences, or other value-generating information, & maintain reference materials or tools.
Exhibit a willingness to work through obstacles and an enjoyment of problem solving, researching options, providing alternatives, and using collaboration, creativity & innovation to craft solutions.
Participate in team development and cross- functional learning by reviewing SOPs & training.
Use reporting to communicate to leadership and teams of business behavior or patterns.
Monitor weekly vessel service performance and evaluate/recommend contingency plans when vessel schedules are out of sync.
Assist with reporting of weekly booking forecasts to internal stakeholders.
Ability to work flexible hours as required to meet business needs.