Account Service Representative I

Position Details Position Location: Dearborn, MI


Department: Customer Care


Reports To: Account Service Supervisor Job Classification: RemoteFLSA 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 of all. 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. This 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
Performs work that affects business operations by reviewing, investigating and participating in the resolution of invoice deductions due to significant charge-backs – escalate all EDI (Electronic Data Interchange) and VAS (Value Added Services) chargebacks
Review, investigate and resolve invoice deductions and chargebacks while implementing policies and procedures to prevent reoccurrence 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 accounts activity, sales, cancelations, 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

Associates Degree required or equivalent work experience

Required Skills & Experience

A minimum of 4 years combined Customer Service or Order Fulfillment / Management experience required
Knowledge of relevant computer applications, required 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) 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
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 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.

#LI-REMOTE
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.


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