Customer Service Representative - Wholesale, Specialty
About The Position
Stio® is an omni-channel mountain brand that designs, develops and sells beautiful, functional, and innovative apparel, footwear and other accessories infused with the soul of the mountain lifestyle. With headquarters in Jackson, Wyoming, Stio draws inspiration from the surrounding Teton Range and offers product via Stio.com, catalog, B2B and its Mountain Studio® retail locations. We live and love mountain life, and as such see ourselves as caretakers of the resources that provide it. We are proud partners of Protect Our Winters and the Conservation Alliance among many other organizations. We have a strong preferred materials platform, use Bluesign® approved textiles wherever possible, audit our supply chains for best practices, and operate our workplaces responsibly. We think that outside is the best side and that you can’t improve on nature. It’s good for mind, body and soul, and it’s our responsibility to help enable access for all people, regardless of race, gender, beliefs, background or ability. We strive for inclusion at Stio and in our local and national communities.
Requirements
- 1+ year of account management, customer service, or relevant wholesale/retail experience.
- Excellent organizational and time management skills — you can juggle multiple accounts and competing priorities without dropping the ball.
- Strong written and verbal communication skills; professional, warm, and solution-oriented.
- Proficiency in Microsoft Office Suite required; Google Workspace preferred.
- Demonstrated ability to learn and adopt new systems quickly.
- Attention to detail and genuine interest in solving for customer needs.
Nice To Haves
- Experience with NetSuite, Elastic, or SPS Commerce is a strong plus.
- Background in wholesale apparel or outdoor industry is preferred but not required.
Responsibilities
- Serve as the primary point of contact for wholesale specialty accounts, managing day-to-day questions, concerns, and relationship maintenance.
- Manage the full order book: enter seasonal POs and special orders, process pre-season, at-once, and backorders, and ensure accurate fulfillment.
- Communicate proactively with accounts on order book management — availability, delivery timelines, allocation issues, and swap recommendations.
- Keep Elastic up-to-date with marketing and sales assets; own the pending fulfillment order pipeline in the CRM platform.
- Partner with Sales Agencies to ensure wholesale accounts have what they need to drive sell-through.
- Manage all returns, exchanges, and warranties for the wholesale channel.
- Coordinate with NRI warehouse contacts to ensure ordered product arrives at each location on time and in full; attend bi-weekly NRI meetings.
- Participate in weekly Sales Team meetings with updates on channel business, priorities, and action items.
- Generate seasonal sales reports for each assigned wholesale partner to support account growth planning.
- Produce accurate, analytical channel reports from Elastic and seasonal reporting from NetSuite.
- Own and update SPS reporting and assist with asset creation including UPC lists, imagery, and catalogs.
- Maintain shared files, sales tools, and product information across systems.
- Maintain a working knowledge of Stio's full product line from season to season.
- Work cross-functionally with Planning and Operations on fulfillment and inventory matters.
Benefits
- Medical, Dental Vision plans
- Company Paid Long Term Disability
- Employee Assistance Programs
- 401k with Match
- Generous paid time off policies
- Gear test, perks and more
- competitive compensation packages, inclusive of base pay, incentives and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
