Customer Experience Rep (HYBRID)

About the role

Topo Athletic is a young, rapidly growing athletic footwear company dedicated to helping people move better, for life. The Customer Experience Rep position plays a vital role in supporting both direct-to-consumer and wholesale customers, acting as a key connection point between these groups and internal teams.

Responsibilities

• Serve as the first point of contact for customers, retailers, and partners by answering incoming phone calls professionally and directing inquiries to the appropriate teams.
• Maintain web and wholesale-facing queues within the CRM platform, ensuring all inquiries receive a response within 2 business days.
• Resolve consumer and wholesale customer concerns with professionalism, empathy, and a solutions-oriented approach.
• Support customers through warranty and product quality inquiries by gathering documentation, processing RMAs and replacements, and coordinating credits with Finance.
• File claims with FedEx for missing or lost customer shipments.
• Order Management & Processing:
  • Enter wholesale email orders accurately and promptly while adhering to customer-specific routing requirements.
  • Process orders for sales representative demo fleets and manual retail seeding requests.
  • Partner with external Sales Representatives and wholesale retailers to manage booking orders and at-once orders submitted through the B2B platform.
  • Assign order discounting and payment terms appropriately and collaborate with the Inventory Analyst to resolve product availability questions.
  • Complete order revisions before scheduled ship dates and communicate end-of-life product updates to retailers and sales representatives when needed.
• Retailer & Account Support:
  • Process new account applications and onboard accounts within NetSuite.
  • Collaborate with Finance to facilitate final credit approval for new accounts.
  • Develop collaborative relationships with retailers and sales partners to support smooth order execution and account management.
• Office & Team Operations Support:
  • Maintain organized backroom materials and coordinate office supply orders.
  • Assist with shipping sales samples, retailer materials, and other departmental shipments according to established procedures.
  • Provide support across Marketing, Operations, Product, and other teams as business needs arise.

Qualifications

• Minimum Experience: 1-2 years of experience in customer service or another customer-facing role.
• Minimum Education: Bachelor's degree or equivalent work experience.
• Preferred Qualifications: Previous experience working in an office environment or call center, strong familiarity with Microsoft Outlook, advanced Microsoft Excel skills, including VLOOKUPs and Pivot Tables, experience with NetSuite or a similar ERP system, experience with NuORDER or a similar B2B platform.