D2B Supervisor, Digital Center of Excellence

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.

Position Details:

Title: D2B Supervisor, Digital Center of Excellence

Department: D2C

Reports to: Sr Manager Global Digital Support DCOE

Location: Dearborn, MI

Job Classification: Remote

Job Summary

The person in this position will oversee the day-to-day operations of the D2B Support Analyst Team to make sure the workflow is effective and efficient and addresses any questions and/or assistance where needed. Additionally, this leader is responsible for assisting Supervisors or Managers with development, analysis and implementation of staffing, training and scheduling. The primary purpose of the position is to manage the D2B orders through all stages of order fulfillment. 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. This person is responsible for managing internal embroidery orders and managed program orders.

Associate Responsibilities

• Oversee the day-to-day activities of D2B Support Team as requested by the Manager
• Along with management, works to maintain a high-quality work environment while keeping team members motivated to perform at their highest level – ensuring all SLA’s are met
• Acts as the central communication point among members of the team and leadership; is available to assist with associate questions or issues; provides answers, direction, coaching and resolution as well as call or email escalations– works closely with management to provide recommendations and improvement methodology for the team
• Support our corporate Personalization Strategy and Policy through the logo approval terms and conditions while working closely with our digitizer and embroiderer or internal embroidery opportunities
• Consultative services including special requests and orders from D2B consumers – supply mock-ups and samples as requested
• Manage D2B leads to determine appropriate avenue to support the business needs
• Process orders on the D2B consumers behalf and monitor ATP as well as order flow
• 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 consumer and managed program firm orders – communicate order processing issues, availability issues, quality concerns, clear deliver blocks, etc.
• Monitor the work orders being transmitted to the embroiderer or internal embroidery to validate accuracy
• Reconcile invoices from outside vendors
• Provide Standardized Reporting and Analytics and manager communication
• Reporting and presentation share outs for weekly, monthly, quarterly and annual business reviews.

Required Education

• Bachelor’s Degree Preferred or relevant field work experience

Required Skills & Experience

• A minimum of 3 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) 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
• 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.

This position offers a comprehensive suite of medical, dental, and vision insurance for associates and their dependents. In addition to healthcare coverage, Carhartt provides short-term and long-term disability insurance, life insurance, an employee assistance program, and a 401(k) plan with employer matching contributions. Employees can also benefit from paid time off and designated paid holidays.

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.