Job Details

Position Location: Dearborn
Department: Business Planning
Reports To: Order Management Supervisor
FLSA: Overtime Eligible
Job Band: Business Support

The position is responsible for the daily monitoring of the Inquiry inbox, timely responses, and escalation of problematic issues.  This position performs a variety of reporting, collaboration, evaluating, monitoring and investigative tasks for the Order Management Department. In addition to monitoring reports, investigating order processing issues, answering order processing concerns and communicating issues.  This position provides inside and outside contacts with information regarding the processing and expediting of orders, including maintaining orders as necessary to meet the customers shipping requirements. This position monitors and communicates material availability while ensuring systems provide accurate ATP information; in addition to collaboration with Central Planning and Production Planning to resolve ATP concerns.

• Continuously monitor and  manage the OMInquiry mailbox; all emails must be have a response sent within 2 hours – handle simple and complex order processing and availability concerns while escalating all problematic issues
• Allocate and deliver orders at lower fill rates working within our availability constraints while meeting our customers shipping requirements
• Act as the liaison with Customer Service, Special Services, Strategic Account Specialists, Sales, Credit and the Distribution Center to facilitate the shipping of customer orders while maintaining order integrity
• Management of all order processing from receipt in SAP through movement to WMi and any subsequent changes until the order is shipped; communicate with the Distribution Center to resolve order flow issues and ensure timely order processing
• Mange Account Specific / Order Specific fill rates and On-time shipment percent’s – daily monitoring of orders with ship complete requirement
• Manage interface between SAP & WMi hourly - all delivery processing issues are immediately resolved – generate delivery reports to reconcile units delivered to WMi
• Monitor ATP reports daily – identify and investigate ATP issues as they relate to order processing  - manage collective ATP issues data base – resource used by Order Management, Strategic Account Specialists and Special Services to reference and answer ATP questions as it relates to order processing
• Collaborate with Central Planning, Production Planning, Account Planning and the Order Management Analysts and Specialists to investigate and resolve material ATP issues
• Daily monitoring of MTO’s, Exclusives and New Season Introductions
• Maintain orders as necessary including:  canceling materials or orders, extending cancel dates, reinstatements – work closely with Sales, Customer Service, Special Services, Account Planning, Strategic Account Specialists and Credit – manage delivery blocks
• Manage the processing of Sales Sample, Carhartt Retail, Marketing and Carhartt.com orders
• Coordinate special projects as requested by the Order Management Supervisor or Management – monitor program orders – assist Order Management Analysis as necessary
• Deallocate and maintain orders as directed by Sales, Customer Service, Special Services, Account Planning, Strategic Account Specialists or Credit

• A minimum of 2 years combined Customer Service or Order Fulfillment/Management experience required
• Knowledge of relevant computer applications required including SAP, Excel, MS Word – Business Objects (Data Warehouse) preferred
• Knowledge of 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
• Ability to work independently and within a team environment working with minimal supervision – self motivated
• Problem solving skills – customer service focused and results oriented – detail oriented
• Analytical 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
• Excellent communication skills – both verbal and written

• Schedule will be 10:00 am – 6:30 pm; Monday – Friday.  However, does require flexibility based on business need.