Wholesale Customer Service Representative

Job description

**DNAM** **Brands** is a family-owned and operated owns and licenses a portfolio of globally recognized fashion and lifestyle brands, including Von Dutch, Ed Hardy, Valentino Orlandi, Allbirds, Badgley Mischka, and more. We are seeking a highly organized, detail-oriented, and customer-focused Wholesale Customer Service Representative to support our growing portfolio of fashion and lifestyle brands. In this role, you will serve as a key point of contact for wholesale customers accounts, supporting the order lifecycle from order entry through fulfillment and delivery. You will work closely with the Sales, Warehouse, Production, Inventory, Routing, and Accounting teams to provide accurate order updates, resolve customer concerns, and ensure wholesale orders are processed efficiently and in accordance with customer requirements. The ideal candidate has experience supporting wholesale or B2B customers within the apparel, fashion, accessories, or consumer goods industry and is comfortable working in a fast-paced, high-volume environment. ### Responsibilities - Serve as a primary point of contact for wholesale customers and retail accounts via phone and email - Process and maintain wholesale customer orders accurately and efficiently - Review purchase orders and ensure customer, pricing, product, and shipping information is accurate - Provide customers with order status updates, estimated ship dates, tracking information, and product availability - Monitor open orders, backorders, and shipment timelines and proactively communicate delays or changes to customers - Resolve customer concerns related to orders, shortages, shipping discrepancies, returns, credits, cancellations, and exchanges - Coordinate with Sales, Warehouse, Inventory, Production, and Routing teams to support accurate and on-time order fulfillment - Maintain accurate customer records, order details, and account information within company systems - Process returns, RMAs, credits, and customer claims in accordance with company policies - Assist customers with product information, pricing, inventory availability, and order-related questions - Support major retail and wholesale accounts while adhering to customer routing guides, compliance requirements, and shipping standards - Research and resolve order discrepancies, shortages, overages, and shipping issues - Communicate professionally with freight carriers and internal shipping teams when necessary - Partner with Accounting to assist with credit-related questions and customer account discrepancies - Support seasonal order entry, high-volume shipping periods, and peak business needs - Build and maintain positive relationships with customers by providing responsive and professional service - Perform additional customer service and administrative duties as assigned ### Qualifications - High school diploma or equivalent; Associate or Bachelor's degree preferred - 2+ years of customer service experience, preferably in the apparel, fashion, or consumer goods industry - Experience with ERP systems (such as Apparel Magic, Full Circle, NetSuite, SAP, or Microsoft Dynamics) is a plus - Proficiency in Microsoft Office, especially Excel and Outlook - Strong organizational and time-management skills with the ability to manage multiple customer accounts and priorities - Ability to identify and resolve order issues proactively - Comfortable working cross-functionally with Sales, Warehouse, Inventory, Shipping, and Accounting teams - Ability to thrive in a fast-paced, growing, and deadline-driven environment