D2B Supervisor, Digital Center of Excellence

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.

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