National Accounts Care Analyst

About Us: At Dunlop Sports Americas, our purpose is to empower people through the joy of sports.
We believe sport can bring out the best in people. Uniting communities, inspiring grit, and creating moments
of shared achievement. That’s why every product we design, every service we deliver, and every partnership we
build is driven by this belief. Whether it’s a golfer finding confidence in their swing, a tennis player discovering
new potential, or a teammate taking pride in their contribution, our work enables spectators, fans, and sports
enthusiasts to connect with the game and with each other. Through innovation, quality, and care, we create
experiences that uplift, motivate, and empower—so that everyone can find their own joy in sport.

Our Vision: Our vision is to be at the heart of the game. Loved by fans, trusted by partners, and powered by passionate
people. More than a brand, we’re people. And we show up each day because we’re motivated to be a meaningful
presence in the world of sport wherever it’s played, watched, or practiced. Being at the heart of the game
means leading with integrity—our products do what we say they do. It also means dedication to reliable
service and collaboration with all our partners. Our goal is to shape the culture of sport with the energy,
authenticity, and joy we bring to every part of what we do.

Our Values: We live our values every day:

• Service - Delivering solutions and care; creating impact.
• Teamwork - communicate, respect, and succeed together.
• Integrity & Accountability - Do what’s right, own the outcome.
• Innovation & Challenge - always improving, always advancing, always up for the challenge.
• Joy - Pride in the process, fulfillment in the results.

National Accounts Care Analyst

Position Summary:

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.

Key Responsibilities:

National Account Management

• 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.

Account Analysis & Problem Resolution

• 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.

Systems & Process Support

• Assist with EDI onboarding, testing, and troubleshooting.
• Recommend operational and process improvements.
• Support quality assurance initiatives through audits and process reviews.

Team Support & Leadership

• 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.

Safety Compliance

• Adhere to all company safety policies, procedures, and guidelines.
• Ensure compliance with data security and confidential information.
• Expected to participate in meetings related to safety topics and attend safety training sessions related
• to this role, department, and the company.
• Report any safety concerns, incidents, or hazards immediately.

Training Compliance

Training is essential to supporting employee development, ensuring compliance, and maintaining high standards of performance.

• Complete all required role-specific and company-wide training by assigned deadlines to remain
• Compliant and job-ready.
• Promptly notify your supervisor of any issues that may delay completion.

Cultural Alignment

Service (Delivering Solutions and Care; Creating Impact)

• Serves as a trusted resource for complex customer and account issues.
• Resolves escalations with urgency and professionalism.
• Anticipates account risks and proactively recommends solutions.
• Balances customer satisfaction with operational requirements.

Teamwork (Communicate, Respect, Succeed Together)

• Collaborates across departments to resolve complex issues.
• Shares expertise and best practices with peers.
• Mentors and supports newer team members.
• Builds productive relationships with internal and external partners.

Integrity & Accountability (Do What’s Right, Own the Outcome)

• Takes ownership of issues through resolution.
• Applies sound judgment in decision-making.
• Maintains high standards of accuracy and compliance.
• Uses data and facts to support recommendations.

Innovation & Challenge (Always Improving, Always Advancing, Always up for the challenge)

• Identifies recurring issues and root causes.
• Recommends process improvements that improve service and efficiency.
• Uses analysis to drive operational improvements.
• Embraces evolving systems and customer requirements.

Joy (Pride in the Process, Fulfillment in the Results, Choosing Right Over Easy)

• Creates positive experiences for customers and teammates.
• Promotes a collaborative and supportive environment.
• Recognizes the contributions of others.