Customer Service Representative – Wholesale, Specialty

Role Overview

• Serve as the primary point of contact for wholesale specialty accounts, managing day-to-day questions, concerns, and relationship maintenance.
• Manage the full order book: enter seasonal POs and special orders, process pre-season, at-once, and backorders, and ensure accurate fulfillment.
• Communicate proactively with accounts on order book management — availability, delivery timelines, allocation issues, and swap recommendations.
• Keep Elastic up-to-date with marketing and sales assets; own the pending fulfillment order pipeline in the CRM platform.
• Partner with Sales Agencies to ensure wholesale accounts have what they need to drive sell-through.
• Manage all returns, exchanges, and warranties for the wholesale channel.
• Coordinate with NRI warehouse contacts to ensure ordered product arrives at each location on time and in full; attend bi-weekly NRI meetings.
• Participate in weekly Sales Team meetings with updates on channel business, priorities, and action items.
• Generate seasonal sales reports for each assigned wholesale partner to support account growth planning.
• Produce accurate, analytical channel reports from Elastic and seasonal reporting from NetSuite.
• Own and update SPS reporting and assist with asset creation including UPC lists, imagery, and catalogs.
• Maintain shared files, sales tools, and product information across systems.
• Maintain a working knowledge of Stio's full product line from season to season.
• Work cross-functionally with Planning and Operations on fulfillment and inventory matters.

Requirements

• 1+ year of account management, customer service, or relevant wholesale/retail experience.
• Excellent organizational and time management skills — you can juggle multiple accounts and competing priorities without dropping the ball.
• Strong written and verbal communication skills; professional, warm, and solution-oriented.
• Proficiency in Microsoft Office Suite required; Google Workspace preferred.
• Demonstrated ability to learn and adopt new systems quickly.
• Experience with NetSuite, Elastic, or SPS Commerce is a strong plus.
• Background in wholesale apparel or outdoor industry is preferred but not required.
• Attention to detail and genuine interest in solving for customer needs.

Benefits

• Medical, Dental Vision plans
• Company Paid Long Term Disability
• Employee Assistance Programs
• 401k with Match
• Generous paid time off policies
• Gear test, perks and more