Wholesale Customer Care Representative
About The Position
DÔEN is hiring a Wholesale Customer Care Representative focused on international accounts and major retail clients. Based in Los Angeles, the position is hybrid and reports to Wholesale Operations. The representative serves as a primary contact for large retail clients, mini majors, and international accounts, providing customer support and assisting with order inquiries and product information while working closely with the Wholesale Sales team. The role manages customer and order records across systems, coordinates order status and fulfillment with sales, logistics, the distribution center, finance, production, and merchandising, and helps resolve customer issues. It also contributes to process improvements, team efficiencies, and recommendations to improve the customer experience. The schedule and work locations include two days per week at the warehouse in Vernon and one day per week at HQ in Van Nuys; the posting also describes the role as hybrid, with Monday through Thursday in office and Fridays remote. Consistent warehouse travel may be expected during the high-season shipping period. The position is classified as non-exempt and pays $27.00 per hour. Open availability is required.
Requirements
- At least 2 years of customer service experience in the fashion industry.
- Excellent communication and organizational skills.
- Self-motivated, solution-oriented, and attentive to detail.
- Ability to maintain excellent customer relations.
- Strong computer skills.
- Ability to work independently and alongside supervision.
- Ability to work well under pressure.
- Strong verbal and written communication skills and a professional, friendly demeanor.
- Excellent problem-solving abilities and attention to detail.
- Ability to multitask and manage multiple customer accounts simultaneously.
- Ability to understand and follow job requirements and safety guidelines.
- Ability to foster an inclusive and respectful working environment.
- Open availability.
- Ability to perform essential duties with reasonable accommodation, including walking, sitting, and standing for periods of time; operating computers, copy machines, and phones; and accessing various areas of a location.
Nice To Haves
- Experience with NetSuite, JOOR, Shopify, or another B2B sales platform; NetSuite and JOOR are preferred.
- Previous customer service experience in wholesale or retail apparel.
- Knowledge of fashion trends and apparel-related terminology.
- Knowledge of the company’s products.
Responsibilities
- Manage receipt of new-customer setup forms and maintain system accuracy in NetSuite and JOOR.
- Coordinate with sales representatives and logistics to confirm receipt of new orders and update order statuses in JOOR.
- Convert boutique credit-card orders into shippable transactions within agreed ship windows and establish a monthly on-time conversion metric.
- Maintain accurate order records and provide shipping visibility six weeks ahead of the shipping period.
- Review incoming production dates, credit-standing reports, and order statuses, following up with the sales team on details.
- Wave allocated orders to the distribution center and monitor fulfillment progress.
- Assist customers with return requests and exchanges, and process merchandise returns in conjunction with the distribution center.
- Review incoming production dates with the team.
- Manage factor entries and follow up on approvals.
- Work with Finance to report credit standing for factored orders.
- Serve as a point of contact for customer questions and issue resolution.
- Work with Production and Merchandising to remove dropped styles from the system, make and communicate style updates, and maintain accurate order and customer data.
- Direct process changes and implement plans to improve customer experience and scale customer service through greater efficiency and automation.
- Collaborate with merchandising, sales, production, operations, and finance teams.
- Validate EDI transmissions against booked orders for accuracy.
- Identify trends in customer inquiries and client challenges, and present recommendations to improve the customer experience.
Benefits
- Paid vacation, sick time, and holidays.
- Healthcare, vision, and dental coverage.
- 401(k) with company match.
- A fun-filled, fast-paced work environment.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
