Wholesale Customer Service and Operations Coordinator

Wholesale Customer Service & Operations Coordinator

Position Summary

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.

Key Responsibilities

Boutique & Account Support

• Serve as the day-to-day contact for boutique partners, responding to questions about orders, delivery timing, invoices, and account needs. Aim to respond 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.
• Proactively notify boutiques of delays, backorders, or ship-date changes, providing an updated ETA and available options, such as substitution, rush processing, or cancellation.
• Provide account coverage for Sales representatives during market weeks, travel, and PTO.

Order & Shipment Management

• 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.

Invoicing & Account Setup

• 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.

Post-Delivery Support & Process Improvement

• 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.

Qualifications

• Two or more years of experience in customer service, sales operations, order management, wholesale, retail operations, or account support. Experience in bridal, fashion, apparel, luxury retail, or B2B wholesale is preferred.
• Strong organizational and follow-through skills, with careful attention to detail and the ability to manage competing priorities
• Customer-focused approach, clear written and verbal communication, and proactive problem-solving skills.
• Comfortable working across teams and communicating updates to both internal partners and customers.
• Proficiency with Excel, CRM platforms, order-management systems, and shared trackers. JOOR, NAV, or similar platform experience is a plus.
• Familiarity with the special-order bridal lifecycle—including size charts, measurements, production lead times, rush fees, and customization—is preferred.
• Working knowledge of invoicing, credits, and payment terms.
• Availability for occasional extended hours during market weeks and peak ordering seasons.
• Associate or bachelor’s degree preferred, or equivalent experience.

Additional Responsibilities

• Other responsibilities as required to support boutiques and the boutique Sales team, as determined in partnership with manager.

Success in This Role

Boutique partners receive clear, timely support; orders move smoothly from purchase order through delivery; and Sales teams have more time to build relationships and develop new business because operational follow-up is dependable.