Customer Service Representative - $19.23 - $24.04 per hour

About the Role

The Customer Service Representative - Wholesale, Specialty serves as the primary contact for wholesale specialty accounts, providing exceptional customer support while managing order operations, fulfillment activities, reporting, and account maintenance. This position works closely with sales, operations, warehouse teams, and wholesale partners to ensure accurate order processing and a seamless customer experience.

Responsibilities

• Wholesale Account Support
  • Serve as the primary point of contact for wholesale specialty accounts, responding to daily questions, resolving issues, and maintaining strong customer relationships.
  • Partner with wholesale sales agencies to ensure accounts receive the resources and support needed to maximize sales performance.
  • Maintain a thorough understanding of seasonal products and product updates.
• Order Management & Fulfillment
  • Manage the complete order lifecycle, including seasonal purchase orders, special orders, pre-season orders, at-once orders, and backorders.
  • Monitor product availability, delivery schedules, allocation updates, and recommend product substitutions when appropriate.
  • Oversee pending fulfillment orders within the CRM platform.
  • Coordinate with warehouse teams to help ensure orders are shipped accurately and delivered on time.
  • Participate in bi-weekly warehouse meetings to review fulfillment priorities.
  • Work closely with Planning and Operations teams on inventory and fulfillment activities.
• Returns & Customer Service
  • Process wholesale returns, exchanges, and warranty requests.
• Reporting & System Management
  • Generate seasonal sales reports to support account planning and business growth.
  • Create analytical channel reports using business systems and reporting tools.
  • Maintain SPS reporting and assist with the creation and maintenance of UPC lists, product imagery, and catalogs.
  • Keep CRM records, marketing assets, shared files, sales tools, and product information current and accurate.
  • Participate in weekly sales meetings and provide updates on priorities, business activity, and action items.

Qualifications

• At least 1 year of experience in account management, customer service, or wholesale or retail support.
• Excellent organizational and time management skills with the ability to manage multiple accounts and priorities.
• Strong written and verbal communication skills.
• Professional, customer-focused, and solution-oriented approach.
• Proficiency with Microsoft Office Suite.
• Experience with Google Workspace is preferred.
• Ability to quickly learn and adapt to new software platforms.
• Experience with NetSuite, Elastic, or SPS Commerce is a strong advantage.
• Wholesale apparel or outdoor industry experience is preferred but not required.
• Strong attention to detail.
• Commitment to delivering outstanding customer support.

Benefits

• Medical, dental, and vision insurance.
• Company-paid long-term disability coverage.
• Employee Assistance Program (EAP).
• 401(k) with employer match.
• Generous paid time off.
• Employee gear testing opportunities and additional workplace perks.

Pay

Competitive compensation package including base salary and incentives.