Manager, Wholesale Customer Service

We’re looking for a Order Processing Manager to lead and evolve our Wholesale Customer Service function. This role sits at the intersection of sales, operations, logistics, and our retail partners—owning the day-to-day execution that keeps accounts happy, orders clean, and issues resolved before they become problems.

This is not DTC customer support. This is high-volume, high-expectation wholesale account management.

• Own the end-to-end wholesale customer service experience across key retail partners (Target, Walmart, Amazon wholesale, specialty accounts, and distributors)
• Order Processing and Item setup inside the Target eco-system (this is a big part of this role and the ideal candidate will have Target experience)
• Manage and develop a team responsible for:
• Order entry, EDI accuracy, and order maintenance
• Chargeback prevention and resolution
• Fill rate management and OTIF performance
• Routing guide compliance and retailer-specific requirements
• Act as the primary operational partner to Sales, Sales Ops, Planning, Logistics, and 3PLs
• Identify recurring issues (short ships, ASN errors, pricing discrepancies, compliance misses) and drive root‑cause fixes
• Establish and track KPIs including order accuracy, response time, chargebacks, deductions, and account satisfaction
• Own retailer communication related to order issues, compliance, and exceptions—clear, timely, and professional
• Create structure where chaos likes to live: SOPs, escalation paths, training materials, and playbooks
• Partner with leadership on process improvements as we scale (systems, EDI, reporting, automation)
• Be the calm, capable point person when things go sideways—and help make sure they don’t next time

• 5+ years of experience in Wholesale Customer Service within apparel, footwear, or consumer goods
• Hands‑on experience working with major big‑box retailers and their compliance requirements
• Strong understanding of:
• EDI (850/855/856/810)
• Chargebacks, deductions, and routing guides
• Wholesale order‑to‑cash workflows
• Proven people manager with a track record of building strong, accountable teams
• Highly organized, detail‑oriented, and unflappable under pressure
• Comfortable navigating cross‑functional conversations and holding partners accountable
• Systems‑savvy (ERP, EDI platforms, Excel/Sheets, reporting tools)
• Clear communicator who knows how to balance firmness with partnership