Customer Operations Analyst

The Customer Operations Analyst manages day-to-day activities for assigned accounts, working cross-functionally to ensure customer orders are processed, shipped, invoiced, and completed in accordance with customer requirements. This role supports reliable execution across customer operations, order management, inventory coordination, and fulfillment follow-through.

I) Key Responsibilities

• Own consistently high service levels for all customers through strong execution, clear communication, and reliable follow-through from order planning to invoicing.
• Manage both domestic and direct import orders working cross-functionally and with 3PL partners.
• Ensure all customer requirements are communicated and followed.

II) Job Duties

The Customer Operations Analyst will perform or be responsible for the performance of the following duties within the company.

• Review EDI transmissions for all orders to ensure accuracy, research discrepancies between customer purchase orders and data in the ERP system. Determine corrective action plan and communicate action to appropriate personnel.
• Maintain customer data integrity including price files, product cross reference files, etc.
• Act as the company liaison to 3PLs to ensure accurate on-time shipments of all domestic orders in accordance with the customer’s requirements.
• Work with 3PLs and EastPoint Asia team to address order issues (routing issues, shortages, order changes, etc.) that occur in order fulfillment.
• Monitor changes to customer routing guides and assess the impact these changes will have on processing orders. Notify appropriate departments of changes and advise them of how the changes affect their area of responsibility.
• Maintain and report on key performance indicators (KPIs) for assigned customers.
• Monitor inventory in Domestic 3PL’s related to assigned accounts. Communicate inventory issues to appropriate company personnel and work with them to find the best possible solution.
• Analyze operational data to identify trends, patterns, and opportunities for improvement.
• Manual order entry for those customers who are not on EDI.
• Lead cross-functional projects, ensuring timely completion and alignment with business goals.
• Other duties as assigned.

III) Qualifications

• Knowledge and experience with consumer products retailers in big box and mid-tier segments. Ecommerce experience is also helpful. 5+ years' experience.
• Proven skill with intermediate or advanced Excel including pivot tables and V/X lookups.
• Experience with ERP software required. Experience with EDI is preferred.
• Proven problem-solving skills.
• Excellent verbal, written communication, and organizational skills.
• Strong work ethic and attention to detail.

EastPoint Sports, headquartered in NJ, is a leading indoor and outdoor recreational sporting goods company. The company designs and develops products, manages an international supply chain, and distributes to customers through direct import and domestic replenishment programs. EastPoint Sports is always striving to provide consumers with great new products at a great value.