Wholesale Customer Care Representative

Company Overview

Founded by Santa Barbara-born sisters, Margaret and Katherine Kleveland, and a Collective of partners, DÔEN was launched in 2016 and is a digitally-led, multi-channel fashion and lifestyle brand. Our mission is to create lasting, beautiful collections while supporting individuals in all aspects of the organization, supply chain, and community. We work with domestic and international partners who share our values and commitment to gender and social equality, and we give back by partnering with foundations that directly benefit our employees, value chain, and surrounding communities.

We are an Equal Opportunity Employer.

Description of Duties

Title: Wholesale Customer Care Representative (Majors)

Classification: Non-Exempt

Salary/Hourly Range*: $27.00 per/hour

Working Hours*: Hybrid, Mon - Thurs in office, Fridays, Remote

Location: HQ: 14801 Califa St Van Nuys, CA 91411

DC: 3100 E. Slauson Ave, Vernon CA 90056

DÔEN is looking for a dynamic and experienced Wholesale Customer Care Rep focused on International Accounts and Majors, to join our growing team in Los Angeles. This position is Hybrid and will report to Wholesale Operations. The Wholesale Customer Care Rep will be the primary point of contact for our large retail clients, mini majors and international accounts, providing outstanding support and assisting with order inquiries, product information. They will work closely with the Wholesale Sales team. The responsibilities below show a glimpse into the role's key functions and the impactful contributions this position makes.

Essential Duties and Responsibilities

• Manage/control receipt of new customer set-up forms for system accuracy in Netsuite and Joor.
• Communicate with sales reps and logistics team to confirm receipt of new orders and update the status of orders in Joor.
• Convert boutique orders processed by Credit Cards into shippable transactions within the agreed upon ship window (establish monthly on-time conversion metric).
• Maintain accurate records of orders to provide monthly shipping visibility well in advance of shipping period (6-week visibility required).
• Review incoming production dates, reports for credit standing, and status of orders (thorough follow-up regarding details with the sales team).
• Responsible for waving all allocated orders to the DC & monitoring fulfillment progress.
• Assist customers with Return requests and exchanges.
• Process returns of merchandise in conjunction with DC.
• Reviews incoming production dates with the team.
• Responsible for all Factor entries and follow up on approvals.
• Works with the finance team on reporting credit standing for all factored orders.
• Act as a point of contact to resolve customer issues and respond to questions.
• Work closely with the Production team and Merch team to make sure “dropped styles” are cleansed from the system, style updates are made and communicated to sales and customers and accurate order/customer data is maintained.
• Direct process changes to improve the level of customer experience and implement plans to scale the customer service team through increased efficiencies and automation.
• Collaborate with cross-functional teams, including merchandising, sales, production, operations, and finance.
• Validates EDI transmissions vs. booked orders to ensure accuracy.
• Review and identify customer inquiry key trends and client challenges and present recommendations to improve the customer experience.

Skills and Abilities:

• 2+ years of customer service experience within the fashion industry.
• Experience with ERP (Netsuite, JOOR, preferred), Shopify, and any B2B Sales Platform is a plus.
• Possess excellent communication and organizational skills.
• Self-motivated and solution-oriented with a keen attention to detail.
• Maintains excellent customer relations.
• Strong computer skills.
• Willingness to work independently and alongside supervision.
• Works well under pressure.
• Consistent travel to the Warehouse can be expected during the high season shipping period.

Qualifications:

• Attention to detail and knowledge of our product.
• Needs to be a communicative member of our Wholesale team.
• Needs to be a team member who works well with others.
• Previous experience in customer service, preferably in the wholesale or retail apparel industry.
• Strong verbal and written communication skills, with a professional and friendly demeanor.
• Excellent problem-solving abilities and attention to detail.
• Ability to multi-task and manage multiple customer accounts simultaneously.
• Knowledge of fashion trends and apparel-related terminology is a plus.
• Ability to understand and adhere to all job requirements and safety guidelines.
• Ability to foster an inclusive and respectful working environment.

Physical Requirements:

• Must be able to perform essential duties satisfactorily with reasonable accommodation.
• Able to walk, sit and stand for periods of time.
• Able to operate equipment such as computers, copy machines, phones.
• Must be able to access various areas of a given location.

Total Rewards Package

• Paid vacation, sick time, and holidays
• A fun-filled, fast-paced work environment
• Healthcare, Vision, Dental
• 401k with company match

* Open availability required, and this position will be based in our Warehouse in Vernon 2 days per week, 1 day at our HQ in Van Nuys.

* Compensation will be determined based on experience and other factors permitted by law.