Account Service Representative I
Carhartt, Dearborn, MI, United States
Position Details
Position Location: Dearborn, MI
Department: Customer Care
Reports To: Account Service Supervisor
Job Classification: Remote
FLSA Status: Exempt
Inspired by Hard Work In everything we do, we honor the hardworking legacy of our founder, Hamilton Carhartt. We drive innovation by finding new, better ways to achieve success. We earn trust through honesty, integrity, and authenticity. We build lasting customer relationships by delivering solutions that prioritize their needs. Above all, we believe actions speak louder than words—because we are worn by the hardest‑working people.
Job Summary The Account Service Rep I will have direct account responsibilities for managing and resolving order processing issues by proactively monitoring the order pool and all order types of assigned account. This includes fill‑rate management and reporting, on‑time shipment management, communicating ATP (Available to Promise) issues and allocation of orders. The person develops a full understanding of the account‑specific requirements and needs, and participates on conference calls with the account planners, account and sales to ensure all points of contact are informed of order related information.
Associate Responsibilities
Service, support and proactively manage the order operations of assigned accounts with responsibility for decision making related to their assigned account.
Formulate and implement policies or operating practices with regard to managing delivery blocks, order allocation, on‑time delivery and order fill rates with the authority to deviate from established policies and procedures to meet company and customer expectations.
Responsible for managing, monitoring and maintaining contracts and bulk orders as necessary in the SAP environment; resolve firm order/contract or bulk/call‑off order linking issues as well as monthly consumption of the contracts and bulk orders, while proactively communicating any availability issues.
Proactively monitor firm orders to ensure smooth order processing which will reduce the risk for chargebacks—managing the flow of electronic orders for EDI (Electronic Data Interchange) & Elastic by resolving incomplete order processing issues and informing Sales or Customers where risk exists.
Responsible for completing appropriate documentation for return authorizations.
Review price variance reports with account and Sales Associate to resolve issues and initiate set‑up.
Maintain customer portal sites accurately and timely to generate revenue.
Perform work that affects business operations by reviewing, investigating and participating in the resolution of invoice deductions due to significant charge‑backs—escalate all EDI and VAS (Value Added Services) chargebacks.
Review, investigate and resolve invoice deductions and chargebacks while implementing policies and procedures to prevent recurrence of non‑compliance chargebacks.
Participate in account meetings and conference calls by providing consultative feedback and recommendations to Account Planners, Sales Associates and Buyers.
Generate and analyze reporting to give overviews of the account’s activity, sales, cancellations, on‑time performance, fill rates for all orders, including linking to contracts and bulk orders including ad‑hoc as required by the customer.
Required Education
Associate’s degree required or equivalent work experience.
Required Skills & Experience
A minimum of 4 years combined Customer Service or Order Fulfillment / Management experience.
Knowledge of relevant computer applications, including SAP, Excel, MS Word – Business Objects (Data Warehouse) or planning systems preferred.
Strong interpersonal skills and communication skills to interact with all levels of an organization.
Ability to work independently and within a team environment, working with minimal supervision – self‑motivated.
Strong computer skills (MS Office, BI and SAP) with strong Excel capability.
Strong analytical and problem‑solving skills.
Ability to exercise sound judgment in determining effective solutions while keeping Carhartt and the customers’ best interest in mind.
Strong written and oral communication skills with the ability to communicate with all levels including management and retail partners.
Good judgment in selecting methods & techniques for obtaining solutions.
Physical Requirements And Working Conditions
Typical office environment; cubicle/office setting.
Extended periods of time sitting, standing, typing on a computer are required.
Extensive phone and computer work, headset provided.
Travel required, may be up to 10% of time.
This position has a Remote location: Associate will have no regular requirement to be on‑site. Travel on‑site is limited to special events.
Carhartt is a tobacco‑free workplace.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.
All associates are required to understand and act in accordance with the Carhartt Core Values. Carhartt reserves the right to change, modify, suspend, interpret or cancel in whole or in any part, the job duties outlined above at any time and without advance notice to the employee.
#J-18808-Ljbffr
Position Location: Dearborn, MI
Department: Customer Care
Reports To: Account Service Supervisor
Job Classification: Remote
FLSA Status: Exempt
Inspired by Hard Work In everything we do, we honor the hardworking legacy of our founder, Hamilton Carhartt. We drive innovation by finding new, better ways to achieve success. We earn trust through honesty, integrity, and authenticity. We build lasting customer relationships by delivering solutions that prioritize their needs. Above all, we believe actions speak louder than words—because we are worn by the hardest‑working people.
Job Summary The Account Service Rep I will have direct account responsibilities for managing and resolving order processing issues by proactively monitoring the order pool and all order types of assigned account. This includes fill‑rate management and reporting, on‑time shipment management, communicating ATP (Available to Promise) issues and allocation of orders. The person develops a full understanding of the account‑specific requirements and needs, and participates on conference calls with the account planners, account and sales to ensure all points of contact are informed of order related information.
Associate Responsibilities
Service, support and proactively manage the order operations of assigned accounts with responsibility for decision making related to their assigned account.
Formulate and implement policies or operating practices with regard to managing delivery blocks, order allocation, on‑time delivery and order fill rates with the authority to deviate from established policies and procedures to meet company and customer expectations.
Responsible for managing, monitoring and maintaining contracts and bulk orders as necessary in the SAP environment; resolve firm order/contract or bulk/call‑off order linking issues as well as monthly consumption of the contracts and bulk orders, while proactively communicating any availability issues.
Proactively monitor firm orders to ensure smooth order processing which will reduce the risk for chargebacks—managing the flow of electronic orders for EDI (Electronic Data Interchange) & Elastic by resolving incomplete order processing issues and informing Sales or Customers where risk exists.
Responsible for completing appropriate documentation for return authorizations.
Review price variance reports with account and Sales Associate to resolve issues and initiate set‑up.
Maintain customer portal sites accurately and timely to generate revenue.
Perform work that affects business operations by reviewing, investigating and participating in the resolution of invoice deductions due to significant charge‑backs—escalate all EDI and VAS (Value Added Services) chargebacks.
Review, investigate and resolve invoice deductions and chargebacks while implementing policies and procedures to prevent recurrence of non‑compliance chargebacks.
Participate in account meetings and conference calls by providing consultative feedback and recommendations to Account Planners, Sales Associates and Buyers.
Generate and analyze reporting to give overviews of the account’s activity, sales, cancellations, on‑time performance, fill rates for all orders, including linking to contracts and bulk orders including ad‑hoc as required by the customer.
Required Education
Associate’s degree required or equivalent work experience.
Required Skills & Experience
A minimum of 4 years combined Customer Service or Order Fulfillment / Management experience.
Knowledge of relevant computer applications, including SAP, Excel, MS Word – Business Objects (Data Warehouse) or planning systems preferred.
Strong interpersonal skills and communication skills to interact with all levels of an organization.
Ability to work independently and within a team environment, working with minimal supervision – self‑motivated.
Strong computer skills (MS Office, BI and SAP) with strong Excel capability.
Strong analytical and problem‑solving skills.
Ability to exercise sound judgment in determining effective solutions while keeping Carhartt and the customers’ best interest in mind.
Strong written and oral communication skills with the ability to communicate with all levels including management and retail partners.
Good judgment in selecting methods & techniques for obtaining solutions.
Physical Requirements And Working Conditions
Typical office environment; cubicle/office setting.
Extended periods of time sitting, standing, typing on a computer are required.
Extensive phone and computer work, headset provided.
Travel required, may be up to 10% of time.
This position has a Remote location: Associate will have no regular requirement to be on‑site. Travel on‑site is limited to special events.
Carhartt is a tobacco‑free workplace.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.
All associates are required to understand and act in accordance with the Carhartt Core Values. Carhartt reserves the right to change, modify, suspend, interpret or cancel in whole or in any part, the job duties outlined above at any time and without advance notice to the employee.
#J-18808-Ljbffr