Customer Service Specialist - Wholesale

About Our Client

The organization operates as a premier, high-impact leader within the performance athletic footwear and technical apparel industries, dedicated to elevating the global running experience. The enterprise directly supports an expansive ecosystem of individual runners, specialty running stores, and national retail partners by delivering biomechanically advanced footwear, technical sports bras, and climate-adaptive athletic apparel. Operating at the intersection of movement science and community building, the company fosters deep retail account relationships and high service standards to empower runners of all levels to achieve their personal performance and wellness goals.

About the Opportunity

The Customer Service Specialist - Wholesale will step into a highly collaborative, account-centric operational role designed to serve as the critical hub between internal sales territories and external retail partners. This position takes comprehensive operational ownership of the end-to-end B2B wholesale order lifecycle, managing B2B account portfolios, inventory allocations, order fulfillment tracking, and product technology education. Blending high-touch partner advocacy with proactive data analysis, the Specialist will optimize territory order books, resolve complex shipping or invoice discrepancies, and deliver elite product guidance—directly safeguarding retail account retention and driving brand loyalty across key wholesale territories.

Responsibilities

• Serve as the primary operational contact and advocate for wholesale retail accounts, specialty store owners, and field sales representatives across assigned geographic territories
• Manage complete end-to-end B2B order administration, including manual order placement, inventory verification, status tracking, schedule adjustments, cancellations, and return processing (RMAs)
• Utilize advanced enterprise reporting modules to proactively monitor, analyze, and optimize territory order books, identifying fulfillment bottlenecks before they impact retail deliveries
• Communicate complex product engineering, footwear technologies, fit profiles, and performance fabric benefits to educate retail partners and boost point-of-sale staff confidence
• Handle high-volume inbound inquiries across phone and written channels, delivering rapid, accurate responses regarding real-time pricing, stock availability, and shipment ETAs
• Execute root-cause analysis on recurring fulfillment, inventory, or operational friction points, partnering with cross-functional logistics teams to implement long-term solutions
• Apply sound judgment and empathetic de-escalation techniques to resolve high-stakes retailer concerns, maintaining brand integrity and account trust
• Support specialized wholesale client requirements, including custom labeling, routing guide compliance, and promotional launch coordination
• Collaborate autonomously within a remote framework while maintaining active cross-functional alignment with sales, supply chain, and warehouse operations teams

Requirements

• A minimum of one (1) year of professional experience in customer service, account coordination, or order management; background in B2B wholesale, specialty retail, or athletic apparel is highly preferred
• Proven familiarity with athletic footwear, performance gear, sports bra construction, or technical apparel features
• Operational literacy across Microsoft Office applications (Word, Outlook), featuring functional data manipulation skills in Excel
• Demonstrated ability to rapidly learn, navigate, and execute transactions across multiple complex business applications (e.g., ERP systems, CRM platforms, order management suites)
• Superior written and verbal communication skills with meticulous command of spelling, grammar, and professional tone
• Strong problem-solving acumen paired with the analytical capacity to identify systemic operational trends and process improvement opportunities
• Excellent organizational habits with a proven track record of managing competing priorities and high order volumes in a fast-paced environment
• Deep empathy for the running community and an innate passion for health, movement, and performance products

Pay Range and Compensation Package

Target baseline compensation framework: The comprehensive annualized base salary or hourly wage for this wholesale customer service specialist role will be determined dynamically based upon a holistic evaluation of the finalist's historical B2B account management experience, knowledge of specialty retail supply chains, and geographic location.

Total rewards portfolio offers a stable baseline compensation structure paired with access to employee product discounts, comprehensive health benefits, retirement savings plans, and clear internal development tracks within a global athletic brand.