Wholesale Customer Service and Operations Coordinator

David's Bridal • King of Prussia, PA

3d

About The Position

Provide responsive, reliable support to wholesale boutique partners and internal Sales teams. Manage orders and related communications from order placement through delivery, helping ensure that order details, invoices, shipments, and product information are accurate and up to date. The role serves as a day-to-day contact for boutique partners, coordinates wholesale orders and shipments across internal teams, supports account setup and invoicing, resolves post-delivery issues, and recommends process improvements. It also provides coverage for Sales representatives and supports market and trunk show logistics. Success means boutiques receive clear, timely support, orders move smoothly from purchase order through delivery, and Sales teams can focus on building relationships and developing new business.

Requirements

• At least two years of experience in customer service, sales operations, order management, wholesale, retail operations, or account support.
• Strong organizational and follow-through skills, careful attention to detail, and the ability to manage competing priorities.
• Customer-focused approach, clear written and verbal communication, and proactive problem-solving skills.
• Ability to work across teams and communicate updates to internal partners and customers.
• Proficiency with Excel, CRM platforms, order-management systems, and shared trackers.
• Working knowledge of invoicing, credits, and payment terms.
• Availability for occasional extended hours during market weeks and peak ordering seasons.

Nice To Haves

• Experience in bridal, fashion, apparel, luxury retail, or B2B wholesale.
• Experience with JOOR, NAV, or similar platforms.
• Familiarity with the special-order bridal lifecycle, including size charts, measurements, production lead times, rush fees, and customization.
• Associate or bachelor’s degree, or equivalent experience.

Responsibilities

• Serve as the day-to-day contact for boutique partners, responding to questions about orders, delivery timing, invoices, and account needs, with a goal of responding within one business day.
• Send order confirmations within 48 hours of receiving an order.
• Keep boutiques informed about lead times, delivery expectations, customization details, rush options, and next steps.
• Notify boutiques proactively of delays, backorders, and ship-date changes, providing an updated ETA and options such as substitution, rush processing, or cancellation.
• Provide account coverage for Sales representatives during market weeks, travel, and PTO.
• Enter, review, and maintain wholesale orders in JOOR, NAV, and internal trackers; verify purchase orders, pricing, quantities, ship dates, and customization requests.
• Maintain the wholesale PO and order tracker from order placement through production, distribution-center receipt, shipment, and delivery.
• Coordinate with Merchandising, Production, Sourcing, Finance, and Distribution Center teams on delivery dates, shipment updates, and issue resolution.
• Support market and trunk show logistics, including sample orders, inventory shipments and returns, and post-market order entry.
• Maintain and distribute current line sheets, pricing, customer records, and standard operating procedures using information published or approved by the appropriate internal teams.
• Partner with Sales and Finance to support invoice accuracy, payment follow-up, shipping and tracking questions, and delivery confirmations.
• Coordinate deposits, balance-due-before-shipment requirements, and credit holds with Finance.
• Follow up on past-due invoices using accounts-receivable aging reports.
• Onboard new boutique accounts by setting up customer records in NAV and JOOR, collecting credit applications and resale or tax-exempt certificates, confirming payment terms, and sending a welcome packet with ordering guidelines, cutoffs, and key contacts.
• Manage post-delivery issues, including damage, shortages, incorrect sizes or colors, return authorizations, claims, and credits; coordinate with the Distribution Center and Finance and track root causes.
• Log boutique inquiries in the CRM or ticketing system, including inquiry type and resolution time.
• Identify recurring issues and recommend process improvements.
• Prepare weekly reporting on open orders, shipments, invoices, payments, and operational risks.
• Perform other responsibilities as required to support boutiques and the boutique Sales team, as determined in partnership with the manager.

Benefits

• Comprehensive benefits package
• Dream Maker discount after the first pay period
• Referral incentive program
• Dayforce Wallet early-pay access
• Health, dental, and vision insurance
• 401(k) program
• Paid vacation, wellness days, and holidays, including the employee’s birthday off
• Pet benefits
• Competitive pay

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed