Job Description Summary
The Digital Operations/ Customer Representative at Okuma America Corporation supports the strategic design, implementation, and optimization of customer experience programs. This role ensures a best-in-class customer journey by leveraging data, tools, and cross-functional collaboration to analyze customer behavior, identify trends, and drive improvements across digital touchpoints.
The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Functions & Responsibilities
- Support and enhance customer experience programs and initiatives across digital platforms.
- Research and apply best practices to develop metrics and methods for collecting and analyzing customer feedback.
- Use data management tools to establish a continuous stream of customer data for analysis.
- Create dashboards, reports, and visualizations to evaluate customer behaviors and sentiments.
- Collaborate with cross-functional teams to align on customer experience goals and deliver consistent service.
- Contribute to process optimization efforts that improve customer satisfaction and retention.
- Adheres to all company employment policies and safe practices.
- Performs other duties as assigned and explores opportunities to add value.
Experience/Training/Education
- Bachelor’s degree in Marketing, Business Administration, Communications, or a related field
- 4–7 years of relevant experience in customer experience, digital operations, or a related field
Knowledge/Skills/Abilities
General:
- History of initiative and innovation.
- Ability to take ownership of assignments and see them through to completion.
- Ability to prioritize tasks and work on multiple project simultaneously
- Willingness to learn new process/ systems as required by business
Technical:
- Proficiency in BI analytics and reporting tools.
- Experience with dashboard design and configuration.
- Strong understanding of customer lifecycle management.
- Skilled in data collection and analysis.
- Familiarity with CRM software and customer relationship strategies.
- Ability to work independently and collaboratively on moderately complex projects.
Communication:
- Excellent verbal and written communication skills, as well as exceptional listening skills
- Exceptional ability to speak and write effectively in a business environment
- Exceptional ability to ask necessary questions
Math & Reasoning:
- Designing and developing enterprise-wide data analysis and reporting solutions
- Reviewing and analyzing data from multiple internal and external sources
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Ability to carry out instructions furnished in written, oral, or diagram form
- Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative
Physical and Environmental Elements
Physical Demands:
- Ability to sit continuously for over 3/4 of normal work shift, and stand, walk, and reach with hands and arms for at least 1/4 of the normal work shift
- Ability to lift and carry, push, or pull up to 10 pounds
- Ability to stoop, crouch and reach
- Ability to talk or hear continuously
- Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less)
- Finger dexterity is required frequently for over 3/4 of the normal work shift including operating a phone, computer/ electronic equipment
Work Environment:
- Position is typically performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone)
- Position will occasionally interact with the production/warehouse environment. Thus, the employee may be exposed to an open warehouse area where temperatures may be subject to outdoor conditions in terms of cold and heat. There is exposure to various tools and equipment as well as forklift operations and corresponding noise levels
Special Requirements
- Maintain annual OSHA safety certifications as required by job duties
- Must live within commutable distance to the corporate office
