Wholesale Customer Service Representative

Life is Good•Hudson, NH

1d•Hybrid

About The Position

This role exists to ensure that every order moves through the system landing on time, on spec, and without surprises. The Wholesale Customer Service Representative will own the order flow for KIS accounts end to end, partnering with Print on Demand, Shipping, and Sales to resolve issues before they become escalations and building the documented processes that allow for growth without breaking. This is a hybrid role, requiring in-person work Wednesday - Thursday from 9:00 AM to 5:00 PM in Hudson, NH.

Requirements

Experience in order management, wholesale operations, or a production and fulfillment coordination role.
Experience with an order management or ERP system — Shopify, SAP, or something comparable.
Experience building or improving operational processes, not just following them.
Experience coordinating cross-functionally between production, warehouse, and business teams.
Skilled and comfortable working independently and as part of a team.
Ability to give and receive feedback thoughtfully and constructively.
Known for having a positive impact on those around you.

Nice To Haves

Believes in the mission — not just as a talking point, but as a reason the work matters.
Stays organized across multiple moving parts and competing priorities without needing someone to reset the list.
Thinks in systems — when something breaks, instinct is to document the fix and prevent the next one.
Communicates across teams in plain language, translating operational complexity into steps others can act on.
Surfaces issues early, before they become escalations, and brings a proposed solution when doing so.
Works collaboratively by default and independently when the moment calls for it.
Knows and understands the impact of the mission and the Life is Good Superpowers.

Responsibilities

Manage the full order lifecycle for all KIS accounts — from entry and accuracy validation through to on-time shipment — using Shopify reporting and SAP as primary tools.
Work daily with the Print on Demand team to keep orders queued accurately, hold production timelines, and catch print issues early before they ripple downstream.
Respond to customer inquiries about order status, tracking, and issues with clear and timely answers that keep accounts informed and confident.
Create replacement orders for mis-ships and damages through B2B and Shopify, resolving problems without requiring escalation.
Document and communicate account-specific packing and routing guidelines to the shipping team so every shipment goes out correctly the first time.
Set up new accounts and new doors in SAP and troubleshoot SAP issues directly with IT when they arise.
Identify gaps in current workflows and actively partner with Print on Demand, Shipping, and Sales to design better processes — not just flag the problem.
Cover and support fellow team members across accounts during peak periods or absences so the team never loses ground.
Use AI tools to draft SOPs and workflow documentation faster, surface patterns in order error data, and reduce the manual lift of routine status communication.