Location: Dearborn, MI
Department: Customer Care
Reports to: Manager, Business Process
Job Classification: Remote
FLSA: Exempt
Job Band: Professional
Job Summary
Reviews and investigates the validity of all non-compliance chargebacks from all sources. Performs
analysis of root causes and collaborates with Carhartt departments to resolve problems and/or
negotiate the deducted amount or penalty with the customer. Recommends solutions to prevent future
risk. Also, looks for opportunities to identify, solution, and execute on improvements to existing
business processes.
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.
Representative Responsibilities
• Reviews and investigates the validity of all non-compliance chargebacks in UDM dispute and
from other sources (i.e. Customer’s website/Commerce Hub, etc.)
• Analyzes the root cause and collaborates with Carhartt departments on resolving the
problem. Initiates negotiations of the deducted amount or penalty with the customer or our
internal sales department
• Collaborates cross-functionally with Carhartt departments to ensure all compliance
requirements are communicated and executed to reduce/eliminate customer chargebacks.
• Facilitates chargeback cross-functional meetings with Carhartt departments to address noncompliance chargebacks.
• Recommends solutions to leadership to prevent future risk.
• Initiates negotiations with the customer or our internal sales department.
• Escalates larger charges to leadership for further negotiation.
• Audits root cause reason codes for non-compliance charges and makes adjustments as
needed.
• Audits various databases for accuracy as a result of a pre-notification or violation charge
from the customer.
• Attend monthly deduction meetings to review non-compliance overview.
• Provide set metric reporting to Manager and Director monthly.
• Writes-off and approves any charges within set tolerance
• Acts as an informal resource to colleagues with less experience.
Required Education
• Associates degree required or equivalent related work experience may be considered in lieu
of degree.
• Bachelor’s degree preferred
Required Skills & Experience
• Minimum of 5 years of related work experience.
• Excellent written and verbal communication skills with the proven ability to communicate with
all levels including management and retail partners.
• Demonstrates professionalism and discretion.
• Ability to work well in a team environment.
• Outstanding time management and organizational skills with the ability to prioritize workload
and multi-task.
• Demonstrates strong analytical and problem resolution skills.
• Demonstrates excellent attention to details and accuracy to ensure data integrity.
• Demonstrates strong negotiation skills.
• Strong SAP knowledge as it applies to Customer Master, VAS, and Customer Portals and orders
in UDM Dispute Management.
• Advanced Skills in Excel and Access
• Knowledge of Service Now & EDI
• Knowledge of Industry & Carhartt standards preferred
• BI reporting experience preferred
Physical Requirements and Working Conditions
• Typical office environment; office setting. Extended periods of time sitting, standing, typing on a computer is required.
• Willing to work some weekends if necessary.
• Minimal travel may be required; less than 20%
• 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.
