Support Analyst D2B

Position:

Support Analyst DCoE

Reports To:

Senior Manager of Digital CoE Support and Operations

Department:

D2C

Location:

Dearborn/Remote

Status:

Exempt

Job Band:

Professional

Approval Date:

Click enter a date.

Job Summary

The primary purpose of the position is to manage orders for our global ecommerce through all stages of order fulfillment, support promotion creation for marketing and order issue tracking. The person in this position will work closely with distribution, digitizer, embroiderer, Order Management, Accounting and Consumer Customer Engagement to manage matters related to order processing such as on-time shipment management, communicating ATP (Available to Promise) issues and inventory movement as well as proactively monitoring firm orders. This person is responsible for approving the logos and digitization within the required SLA's. In addition, this person will have responsibility for reconciling invoices from our outside vendors as well as providing standardized reporting and analytics to track key metrics.

We Are All Leaders at Carhartt

In our words and by our actions, we strive to emulate the hardworking example set forth by our founder, Hamilton Carhartt. We Lead Business by creating value, delivering on results, and making changes along the way. We Lead Self by being dependable, because hardworking people count on us to have their back every day. We Lead Others by communicating and clearly defining the path as we walk bravely into the future. Working at Carhartt, we are all given a seat at the table and the honor of continuing the legacy.

Representative Responsibilities

• Support our corporate Personalization Strategy and Policy through the logo approval terms and conditions while working closely with our digitizer and embroiderer
• Responsible for working through SLA enforcement with the digitizer and embroiderer -direct point of contact
• Highly collaborative relationship with Distribution, Digitizer, Embroiderer, Order Management, Accounting and Consumer Customer Engagement
• Proactively monitor / manage all D2B firm orders - communicate order processing issues, availability issues, quality concerns, clear deliver blocks, etc.
• Monitor the work orders being transmitted to the embroiderer to validate accuracy
• Reconcile invoices from outside vendors
• Provide Standardized Reporting and Analytics - track key metrics
• Participate in Various Meetings and Conference Calls
• Able to identify process continuous improvement areas for customer experience with personalization and communicate that feedback clearly to leadership for escalation to cross functional partners
• Support global business through promotion creation and management across D2B and global D2C
• Author business process guides and conduct training sessions

Required Education

• Bachelor's Degree in Marketing, business administration, sales or equivalent work experience.

Required Skills & Experience

• A minimum of 3-4 years combined Customer Service or Order Fulfillment / Management experience required - personalization experience a plus
• Knowledge of relevant computer applications, required including SAP, Outlook, Excel, SalesForce, MS Word - Business Intelligence (Data Warehouse), Spectrum Pollinate preferred
• Natural relationship builder with integrity, reliability and maturity
• Strong interpersonal skills and communication skills - both verbal and written a must
• Ability to deal with difficult situations while keeping the customer in a position of integrity
• Ability to work independently / within a team environment working with minimal supervision - self motivated
• Critical Thinking and Problem solving skills - customer service focused and results oriented - detail oriented and accurate
• Strong organizational, prioritization and multitasking capabilities - work in a fast paced environment
• Good judgement in selecting methods & techniques for obtaining solutions

Physical Requirements and Working Conditions

• Extensive phone and computer work, headset provided
• 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.

Carhartt offers a competitive salary and benefits. For more details, please refer to the benefits section on our website at Carhartt Benefits.

Carhartt is committed to equal opportunity for all. Carhartt associates are hired, promoted, and rewarded on basis of skill, performance, and dedication and not influenced in any manner by race, color, religion, sex, age, national origin, veteran status, disability or any other basis prohibited by applicable laws.

Please Note: 1. All associates are required to understand and act in accordance with the Carhartt Core Values. 2. 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.

#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.