The primary purpose of this position is to provide daily monitoring of orders Platinum and Gold Tiered Accounts, maintenance of orders, investigating order processing or availability issues and responding to OM Specialty Support emails for the Order Management Department. The Processor II is required to respond to all emails within 4 hours and escalate all problematic or complex issues to either the Analysts or Leadership. The person in this position performs a variety of reporting, collaborating, evaluating, monitoring and investigative tasks while exercising considerable judgement and critical thinking skills in making decisions and communicating sound resolutions to availability or order processing issues or concerns. This person is responsible for maintaining and processing orders as necessary due to availability constraints to meet our customers shipping requirements and expectations while keeping in mind Carhartt’s corporate objectives and goals.
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 inclusive, recognizing that our differences make us stronger as we strive to build a better world, together, for all hardworking people. 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.
Responsibilities
- Continuously monitor and manage the OM Specialty Support mailbox; all emails must have a response sent within 4 hours – handle all Platinum and Gold account order processing and availability concerns while escalating all complex issues to Analysts or Leadership.
- Execute the mass change and drop requirements processes working in conjunction with the assigned Account Specialist.
- Support the Account Specialists with allocating and creating deliveries for orders as well as investigating availability issues/concerns.
- Responsible for the execution of the IRR (Irregular order) process from credit approval through delivery creation – involves working with inventory control and IT.
- Manage the processing of all specialty orders to include STO’s (Stock Transport Orders), Sales Samples, Marketing and FOC (Free of Charge) to ensure orders are processing within expectations – communicate availability constraints while escalating order processing issues to Leadership.
- Monitoring of the OOI (Open Order Insights) Dashboard – collaborate with Customer Care or Customer Engagement associates to remove delivery blocks timely, manage aged orders and drop orders at lower fill rates for our Regional Whse and General CCG accounts while working within our availability constraints and striving to meet our corporate objectives as well as our customers shipping requirements and expectations.
- Monitor the Fill Rate Report – determine how orders should be managed to flow to the Distribution Centers timely – including all dropship orders – escalate order inconsistencies to Leadership.
- Act as the liaison with Customer Engagement, Customer Care, Sales, Supply Chain Operations, Credit and the Distribution Centers to facilitate the shipping of customer orders while maintaining order integrity – collaborate with Supply Chain Operations, Demand Planning, Distribution Center Operations and Logistics to investigate and resolve material issues that are delaying the processing of orders.
- Cancelled Deliveries in WM – ensure orders open back up in S4 and are managed appropriately for our Platinum and Gold accounts – working closely with the Distribution Centers.
- Coordinate and/or execute special projects as requested by Leadership.
- Support the Processors with escalated issues, backfill or as directed by Leadership.
Education
- Associate’s Degree Preferred in Business
- Equivalent work experience may be considered in lieu of degree
Required Skills and Experience
- A minimum of 2-3 years combined Customer Service, Order Fulfillment or Order Management experience required
- Experience with relevant computer applications required including Data Warehouse, MS Office (Excel, Word) and Outlook; SAP preferred
- Experience with Sales Order Processing, Distribution Center operations and/or Warehouse Management system
- Strong interpersonal skills and communication skills to interact with all levels of the organization – excellent verbal and written communication skills
- Ability to work independently and within a team environment working with minimal supervision
- Self-motivated
- Problem solving skills – customer service focused and results oriented
- Critical thinking skills to solve complex issues – attention to detail for high level of accuracy
- Strong organizational, prioritization and multitasking capabilities – work in a fast-paced environment
Working Conditions
- Office Environment
- Travel (5%)
- Remote location: Associate will have no regular requirement to be on-site. Travel on-site is limited to special events.
