Customer Service & Wholesale Dealer Service Representative - Guy Harvey

About the role

This is a full-time, on-site hybrid position in Miami HQ Office.

Responsibilities

• Serve as the primary point of contact for wholesale specialty store accounts, independent sales representatives and internal sales leadership.
• Provide prompt, professional, and solutions-oriented support regarding orders, inventory availability, pricing, shipping status, returns, and claims.
• Run daily open order/allocation reports in SAP to ensure all orders are credit cleared and confirm fill rate and unit allocations.
• Resolve customer concerns efficiently while maintaining a high level of customer satisfaction. Build long-term relationships with dealers through exceptional communication and follow-through.
• Communicate updates regarding backorders, cancellations, substitutions, inventory changes and delivery timing.
• Maintain accurate account information, order history, and communication records.
• Support the sales team with account management, order entry, product availability, and dealer follow-up.
• Aid in pre-book orders, at-once inventory, and promotional initiatives while ensuring accuracy and timely processing.
• Collaborate with sales representatives to support account growth initiatives and dealer retention.
• Provide sales reps with price sheet, product information and account documentation.
• Help identify opportunities to improve dealer experience and support account growth initiatives.
• Support onboarding of new wholesale accounts and vendor setup processes.
• Support sales growth through operational excellence and proactive account support.
• Review/monitor daily open order report to ensure any late or at-risk deliveries are handled promptly.
• Recommend replacement styles when items are cancelled, out-of-stock or unavailable upon order entry.
• Manage orders from receipt through fulfillment, ensuring pricing, terms, ship dates, credit approvals, quantities and account details are correct.
• Process seasonal batch contracts within the GTM required dates.
• Partner with OP Team to resolve order discrepancies, inventory shortages, allocation issues and shipping questions.
• B2B Customer/Data Maintenance accuracy.
• Partner with sourcing and production teams to communicate dealer needs, timelines, and product requirements.
• Assist with monitoring inventory availability, production status, and fulfillment schedules.
• Cross-functionally with logistics, sourcing, production, finance, and sales teams to ensure operational alignment.
• Identify process improvement opportunities to enhance customer satisfaction and operational efficiency.
• Maintain accuracy and efficiency across contracts, orders and dealer support functions.

Qualifications

• Bachelor’s degree preferred or equivalent industry experience.
• 2+ years of experience in customer service, wholesale apparel, sales support, dealer services, or account coordination.
• Strong understanding of wholesale operations and customer relationship management, and working with specialty retail accounts.
• Experience handling contracts, pricing documentation, or dealer agreements.
• Proficiency in Microsoft Office Suite, particularly Excel and Outlook.
• Experience with ERP and CRM (B2B) systems preferred.
• Exceptional written and verbal communication skills and strong problem-solving abilities.
• Core competencies: Customer first mentality, relationship builder, build trust and loyalty with dealers through responsiveness and professionalism, problem solving and conflict resolution, cross functional collaborator, attention to detail, excellent communication and follow through.