Wholesale Customer Service Representative

What You'll Do

• Contact accounts who require notification/approval to ship prior to processing.
• Verify order details such as approved payment terms, credit limits, and any outstanding account requirements.
• Confirm pricing, discounts, minimum order requirements, shipping details, and applicable customer-specific terms.
• Communicate with the sales team, accounts receivable, and management to resolve order issues before release.
• Ensure orders comply with established wholesale policies and procedures.
• Allocate goods each delivery as they become available.
• Generate, print, and release pick tickets for approved wholesale orders.
• Prioritize orders based on established shipping schedules, customer requirements, and internal fulfillment deadlines.
• Respond to inquiries from specialty boutique customers and sales representatives such as order status, inventory availability.
• Provide timely updates on order holds, backorders, shipping concerns, and other fulfillment issues.
• Respond to customer service concerns such as ship errors, damages and returns and offer reasonable solutions within company/brand policy.
• Escalate issues that may affect customer satisfaction or timely order fulfillment.
• Update, and maintain accurate order and customer information in the company's order management system or ERP.
• Identify recurring order issues and recommend process improvements to increase accuracy and efficiency.
• Assist with additional wholesale operations and customer service tasks as needed.
• Maintain order tracker reports.

Who You Are

• 2-5 years previous experience in wholesale customer service, order processing, sales support, or order fulfillment in the apparel industry preferred.
• Experience working with specialty boutiques, retail accounts, or wholesale distribution is a plus.
• Strong attention to detail and accuracy in reviewing and processing orders.
• Proficiency with order management systems, ERP platforms, and Microsoft Office or Google Workspace.
• Strong organizational and time-management skills with the ability to manage multiple orders and deadlines.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with sales, accounting, warehouse, and operations teams.
• Ability to identify discrepancies, follow established procedures, and escalate exceptions appropriately.

Position Overview

The Wholesale Customer Service Representative is responsible for processing wholesale orders for specialty boutiques, ensuring orders ship during the delivery window. This role serves as a key link between wholesale customers, sales representatives, and the warehouse team to ensure orders are processed accurately, efficiently, and in a timely manner.