National Accounts Care Analyst

Dunlop Sports Americas • Huntington Beach, CA

1d • $28 - $32 • Remote

About The Position

The National Accounts Care Analyst manages assigned National Account customers while serving as a primary escalation resource for complex account issues. This role requires advanced problem-solving, analytical thinking, account management expertise, and the ability to identify opportunities that improve account performance and operational efficiency.

Requirements

• Five (5) or more years of experience supporting National Accounts, customer service, account management, customer operations, or a related business function.
• Experience using ERP systems and supporting Electronic Data Interchange (EDI) transactions and retailer compliance programs.
• Ability to perform root cause analysis on account performance, identify trends, and implement continuous improvement principles (e.g., Lean, Six Sigma) to enhance operational efficiency and the customer experience.
• Proven ability to resolve complex customer escalations while maintaining a high level of customer satisfaction and ensuring compliance with service expectations.
• Ability to conduct quality reviews and audits to ensure accuracy, compliance, and continuous improvement.
• Proficient usage of reporting and data analytics tools, as well as the Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Strong organizational skills, high attention to detail, ability to prioritize effectively, critical thinking, and excellent verbal and written communication skills.
• Ability to sit for extended periods of time, typically 8-10 hours a day, with occasional bending
• Pulling and reaching with hands and arms
• Ability to perform routine hand, fingers, and arm movements, including keyboarding and mousing
• Ability to see, hear, speak, and communicate effectively in order to perform job responsibilities, Including exchanging information in person, by phone, and through electronic communication.
• Ability to lift and carry up to 30 pounds

Nice To Haves

• Bachelor's Degree in Business, Communications, Supply Chain, Marketing, Finance, or related field
• EDI Certification
• CRM and/or ERP Certifications
• Lean, Six Sigma, or Continuous Improvement Certification

Responsibilities

• Manage the daily service of assigned National Accounts.
• Exercise independent judgment when resolving complex accounts, billing, fulfillment, and compliance issues.
• Maintain accurate account documentation and records.
• Monitor account health indicators, customer satisfaction trends, and service metrics.
• Analyze deductions, chargebacks, service concerns, and recurring account trends.
• Conduct account research and support performance reporting.
• Identify risks impacting account performance and recommend mitigation strategies.
• Review recurring errors, deductions, compliance issues, and service failures.
• Assist with EDI onboarding, testing, and troubleshooting.
• Recommend operational and process improvements.
• Support quality assurance initiatives through audits and process reviews.
• Serve as a resource for Customer Advocates on complex account issues.
• Mentor newer team members and support peer training activities.
• Support departmental initiatives and perform other job-related responsibilities as assigned.
• Adhere to all company safety policies, procedures, and guidelines.
• Ensure compliance with data security and confidential information.
• Complete all required role-specific and company-wide training by assigned deadlines to remain Compliant and job-ready.

Benefits

• This is a fully remote, work-from-home position that requires a dedicated, professional workspace, with specific expectations outlined in the Remote Work Policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED