Customer Service Ops Analyst

TESTEQUITY HISCO GROUP • Eatontown, NJ

2d • Onsite

About The Position

The Customer Service Operational Support Analyst plays a critical role in supporting day to day customer service operations within a fast paced electronics and manufacturing environment. This position ensures seamless order processing, accurate data management, and cross functional coordination to deliver an exceptional customer experience. The role serves as a key liaison between Customer Service, Sales, Operations, and Supply Chain teams.

Requirements

• Bachelor’s degree in Business, Supply Chain, Operations, or related field (or equivalent experience)
• 5+ years of experience in customer service, operations support, or order management within a manufacturing or electronics environment
• Experience working with ERP systems (e.g., SAP, Oracle, NetSuite) and CRM platforms
• Strong understanding of order to cash processes and supply chain operations
• Proficiency in Microsoft Excel (VLOOKUP, pivot tables, data analysis preferred)
• Strong attention to detail and accuracy
• Excellent problem solving and critical thinking skills
• Ability to manage multiple priorities in a fast paced environment
• Strong communication and interpersonal skills
• Customer focused mindset with a sense of urgency
• Cross functional collaboration and teamwork
• Process improvement orientation
• Applicants must be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas.

Nice To Haves

• Experience in electronics distribution or manufacturing industry
• Familiarity with EDI (Electronic Data Interchange) processes
• Lean, Six Sigma, or process improvement certification

Responsibilities

• Provide operational support to the Customer Service team, ensuring timely and accurate processing of customer orders, returns, and inquiries
• Manage order entry, tracking, and updates within ERP/CRM systems
• Partner with manufacturing, warehouse, and logistics teams to ensure on-time delivery and resolve fulfillment issues
• Monitor order status, backorders, and inventory availability; proactively communicate updates to internal teams and customers
• Support resolution of customer issues related to shipments, product availability, pricing discrepancies, and returns (RMA process)
• Maintain accurate customer records, pricing, and product data in internal systems
• Assist in developing and improving customer service processes, workflows, and documentation
• Generate and analyze reports related to order accuracy, service levels, and operational performance
• Support continuous improvement initiatives to enhance efficiency and customer satisfaction
• Map current state (CX/CS workflows, order management, RMA, escalations, etc.)
• Create future state processes that are scalable
• Build standard operating procedures
• Maintain a central process repository
• Ensure processes align across TestEquity brands
• Monitor KPIs to detect improvement opportunities
• Facilitate root cause analysis (5 Whys, Ishikawa, etc.)
• Drive cross functional alignment with Sales, Ops, IT, Procurement
• Indirectly and directly responsible for product quality
• Other duties as assigned

Benefits

• Equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level