Customer Service Ops Support Analyst

Summary / Position Purpose:

The Customer Service Operational Support Analyst plays a critical role in ensuring consistency, efficiency, and excellence across all TestEquity Brands. This position maps and optimizes processes, drives continuous improvement, and enables teams with the tools, data and clarity needed to deliver a world class customer experience.

Essential Duties, Functions and/or Responsibilities:

• Develop and maintain end to end Customer Service process maps that document current state and future state workflows across CX, order management, RMAs, and escalations.
• Create, document, and regularly update Standard Operating Procedures (SOPs) and work instructions to enable consistent execution across Customer Service teams.
• Conduct brand alignment and gap assessments to identify variations in Customer Service processes and drive standardization across TestEquity brands.
• Identify and analyze bottlenecks across the Customer Service lifecycle to improve efficiency, cycle time, and customer experience.
• Monitor and analyze Customer Service KPIs to proactively identify improvement opportunities and performance gaps.
• Lead and facilitate root cause analysis efforts to address operational issues and recurring customer impact drivers.
• Develop data driven improvement business cases to support operational change initiatives.
• Measure and report before and after performance results to validate the effectiveness of implemented improvements.
• Create and maintain standardized improvement playbooks to support repeatable execution of operational enhancements.
• Assess and document ERP, CRM, contact center, and ticketing workflows to support operational optimization and consistency.
• Identify and evaluate automation opportunities to reduce manual work, increase accuracy, and improve service responsiveness.
• Design, structure, and maintain a centralized Customer Service knowledge base to support agent efficiency and knowledge consistency.
• Develop and maintain operational dashboards and reports to provide visibility into Customer Service performance.
• Define and manage a KPI framework and metric dictionary to ensure standardized definitions, ownership, and data governance.
• Build and maintain workforce performance dashboards to assess productivity, workload, and service capacity.
• Support workforce planning and forecasting activities using historical data, demand trends, and performance metrics.
• Facilitate training.
• Perform other duties as assigned.
• Indirectly and directly responsible for product quality
• Other duties as assigned

Education and/or Work Experience Requirements:

• Bachelor's degree in Business Administration, Operations Management, Supply Chain, Industrial Engineering, Analytics, or a related field preferred.
• 5+ years of experience in Customer Service Operations, Operational Excellence, Business Process Improvement, or a related operational support role within a manufacturing, distribution, or multi brand organization.
• Demonstrated experience developing and maintaining:
  
  
  
  • End to end process maps
  • Standard Operating Procedures (SOPs) and work instructions
  • Process documentation repositories or knowledge bases
  
  
  
  
• Proven experience identifying operational bottlenecks and driving measurable process improvements using data and structured problem solving methods.
• Hands on experience monitoring, analyzing, and reporting Customer Service KPI's and performance metrics.
• Experience building business cases, measuring before and after performance, and documenting improvement outcomes.
• Strong attention to detail and accuracy
• Strong analytical experience using data to support operational performance analysis, reporting, and decision making.
• Experience working with ERP systems (e.g., SAP, Oracle, NetSuite) and CRM platforms, contact center, or ticketing systems in a customer service environment
• Working knowledge of root cause analysis methods (5 Whys, Fishbone/Ishikawa).
• Proficiency in Microsoft Excel (VLOOKUP, pivot tables, data analysis preferred)

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards

This position requires applicants to be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas.

TestEquity provides 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.