Account Service Representative III

Position Details

Position Location: Dearborn, MI

Department: Customer Care

Reports To: Sr. Manager, National Account Services

Job Classification: Remote

FLSA Status: Exempt

Job Band: Professional

Inspired by Hard Work

At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create.

Job Summary

The Account Service Rep III will be responsible for providing in-depth operational support for Carhartt’s national accounts and their ordering activities. This position is solution-oriented and will proactively look to mitigate any risk to the account’s order pool. The role requires building and maintaining strong relationships with assigned Sales Representatives, Planning and other interrelated departments as well as the appropriate teams at the assigned accounts. The associate develops a full understanding of specific requirements and needs of the national account in order to drive and lead the achievement of Carhartt/Account revenue goals, through the management and delivery of the assigned account’s complex order pool.

Representative Responsibilities

• Service, support and proactively drive the order operations of assigned National Accounts with responsibility for decision making related to their assigned account
• Understand and proactively drive the execution of orders for seasonal floor sets, promotional activity, or other programs that accounts will participate in as part of the firm order strategy. This includes the analysis of all order types (At Once, Futures, Bulks, Contracts) with clear, consistent communication; both written and verbal.
• Regularly advise internal partners on status of materials impacting future orders and their serviceability including recommendations to mitigate any identified risk
• Understand and work with Credit, Logistics, DC Ops, transportation, and any other departments that prevent or impact delivery to ensure that all parties (Sales, Planning, Account) are informed, identify, communicate and activate opportunities for improvement
• Manage, monitor, and maintain firm orders, contracts, and bulk orders as necessary in the SAP environment to resolve firm order/contract or bulk issues as well as monthly consumption of the contracts and bulk orders, while proactively communicating any availability issues
• Review price variance reports with account and Sales Associate to resolve issues to ensure proper pricing for invoicing and alleviate possibilities for chargebacks
• Provide ad-hoc reporting where necessary outside of standard reports as required by the account and Sales rep
• Maintain customer EDI cross reference files in SAP by removing obsolete items and setting up new items seasonally and exception based
• Clearly communicate any issues through the appropriate IT ticket or other means to ensure corrected
  
  

Required Education

• Associates Degree required
• Bachelors Degree in Business or Related Field Preferred
  
  

Required Skills & Experience

• A minimum of 6-8 years combined Customer Service or Order Fulfillment / Management experience required
• Strong written and oral communication skills with the ability to communicate with all levels including management and retail partners
• Flexible team player who thrives in environments requiring strong organizational skills to effectively prioritize workload, juggling multiple concurrent projects and deliverables.
• Self-motivated, passionate and enthusiastic individual ready to bring energy and excitement to lead their business
• Strong computer skills (MS Office, BI and SAP) are needed, 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
  
  

Physical Requirements And Working Conditions

• Typical office environment; cubicle/office setting.
• Extended periods of time sitting, standing, typing on a computer is 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.