Lead Account Service Rep III

Inspired by hard work, Carhartt’s values—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 and product.

About the role

The Account Services Rep III Lead provides in-depth operational support for Carhartt’s national accounts and their ordering activities. This solution-oriented role proactively mitigates risk to the account’s order pool, builds and maintains strong relationships with Sales Representatives, Planning, and other internal departments, as well as account teams. The associate develops a full understanding of the specific requirements and needs of the national account to drive and lead the achievement of Carhartt and account revenue goals through management of the assigned account’s complex order pool. This role also leads an Account Coordinator who offers dedicated support to the assigned national account.

Responsibilities

• Coach, mentor, and develop an Account Service Coordinator.
• Service, support, and proactively drive the order operations of assigned national accounts, including decision-making related to the account.
• Understand and proactively drive the execution of orders for seasonal floor sets, promotional activity, or other programs as part of the firm order strategy, including analysis of all order types (At Once, Futures, Bulks, Contracts) with clear, consistent communication.
• Regularly advise internal partners on the status of materials impacting future orders and their serviceability, including recommendations to mitigate identified risks.
• Collaborate with Credit, Logistics, DC Ops, transportation, and other departments to ensure all parties (Sales, Planning, Account) are informed, identify opportunities for improvement, and resolve delivery impacts.
• Support, develop, and manage an Account Coordinator direct report who supports one or two assigned national accounts.
• Manage, monitor, and maintain firm orders, contracts, and bulk orders in SAP to resolve issues and ensure monthly consumption, while proactively communicating availability issues.
• Review price variance reports with the account and Sales Associate to resolve issues, ensure proper pricing for invoicing, and alleviate chargeback possibilities.
• Provide ad-hoc reporting outside of standard reports as required by the account and Sales Representative.
• Maintain customer EDI cross-reference files in SAP by removing obsolete items and setting up new items seasonally or as exceptions arise.
• Clearly communicate issues through appropriate IT tickets or other means.

Requirements

• Associate Degree required; Bachelor’s Degree in Business or a related field preferred.
• A minimum of 6–8 years of combined Customer Service or Order Fulfillment/Management experience.
• Strong written and oral communication skills, with the ability to engage effectively at all levels, including management and retail partners.
• Flexible team player who thrives in environments requiring strong organizational skills to prioritize workload, manage multiple concurrent projects, and deliver results.
• Self-motivated, passionate, and enthusiastic individual ready to bring energy and leadership to the business.
• Strong computer skills (MS Office, BI, and SAP), with advanced Excel capability.
• Strong analytical and problem-solving skills, with the ability to exercise sound judgment while keeping Carhartt and the customer’s best interests in mind.

Working Conditions

• Typical office environment; cubicle or office setting.
• Extended periods of sitting, standing, and typing on a computer.
• Extensive phone and computer work; headset provided.
• Travel required, up to 10% of the time.
• Remote position: No regular on-site requirement; travel on-site is limited to special events.