Confidential Jobs · 17 hours ago
Manager, Wholesale Customer Service
Los Angeles, CA
Full-time
Onsite
Mid, Senior Level
5+ years expConfidential Jobs is seeking a Customer Service Manager to lead and evolve their Wholesale Customer Service function. This role involves managing the end-to-end wholesale customer service experience, ensuring high satisfaction for retail partners while overseeing a team responsible for order management and compliance.
Computer Software
Responsibilities
Own the end-to-end wholesale customer service experience across key retail partners (Target, Walmart, Amazon wholesale, specialty accounts, and distributors)
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
Qualification
Required
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)
Strong understanding of chargebacks, deductions, and routing guides
Strong understanding of 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
Company
Confidential Jobs
Confidential Jobs is operated by ExecThread, Inc. (https://execthread.com).
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Amy Nelson
Managing Partner
Brandon Nolan
Chief Information Security Officer
Company data provided by crunchbase