Sr. Manager, Account Services

Position Details

Title: Sr. Manager, Account Services

Department: Customer Care

Reports to: Director, Account Services

Location: Dearborn

Job Classification: Remote

FLSA Status: Exempt

Job Band: Manager

Job Summary

The Sr. Manager of Account Services is responsible for leading an Account Service team that will drive operational excellence related to all order pool activities for assigned Channel specific Accounts. This includes National, regional and Local customers. This person acts as an escalation point for any disruptions to service and developments key partnerships with Sales, Planning, Order Management, Distribution and Customers. This role will have a deep understanding of the assigned accounts and proactively identifies risk to order fulfillment, revenue attainment and supports mitigation strategies with cross functional teams. As it relates to the National and largest Regional customers, this leader will facilitate Operational Reviews to identify opportunities as well as facilitate regular share-outs of key service metrics to their Sales, Supply Chain and Customer Care partners.

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.

Associate Responsibilities

• Coach, mentor and develop team of National Account Service representatives, Regional Account leaders and Regional and Local Account Service Reps.
• In partnership with other Sr. Manager and Director of Account Services, create holistic Account Services strategies.
• Support Account Service team when process or technical issues arise that may negatively impact service levels including Value Added service set-ups, EDI transmissions, Price Variance Reports, Chargebacks and Portal Site updates.

• Drive strategies to identify and close gaps in performance and service levels that improve the customer experience for our National accounts, inclusive of supporting profitability initiatives with Sales and Finance.

• Partner with internal leads when complex issues arise related to VAS, EDI, Chargeback, Portal Site, Delivery Block, Order Processing and OTIF to find and deliver solutions

• Work in collaboration with Planning, Distribution and Logistics, Sales and Order Management leaders to ensure Carhartt successfully delivers the revenue and service goals of the assigned customers.
• Regularly review channel and customer specific key service metrics with cross functional partners like Sales and Supply Chain.

• Ensure team follows the Customer Order Processing Requirements that support Carhartt’s Corporate Goals and Objectives

Required Education

• Bachelor’s degree in a related field and/or equivalent years of related experience required

Required Skills & Experience

• A minimum of 8 years combined Customer Service, order fulfillment; at least 5 years of leadership experience preferred demonstrated through project management or management of others
• Experience and understanding account management, order allocation and order management processes and technology
• Excellent written and oral communication skills with the proven ability to communicate with all levels including management and retail partners.
• Proven ability to inspire, support and develop a team of high-performing associates
• Outstanding organizational skills with natural curiosity and interest in problem solving
• Flexible team player who thrives in environments requiring ability to effectively prioritize and delegate workload, juggling multiple concurrent projects and deliverables.
• Ability to analyze, interpret and utilize data to make sound business decisions and recommendations; comfortable with developing and interpreting quantitative analysis
• Strong computer skills (MS Office and SAP) are needed; Advanced Excel skills required.

Physical Requirements and Working Conditions

• Typical office environment; cubicle/office setting.
• Extended periods of time sitting, standing, typing on a computer is required.
• Minimal travel may be required. (Up to 20%)

• This position has a Remote location: Associate will work on-site regularly as needed for work activities.
• 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.