Job Description

We are seeking a detail-oriented and proactive Global Wholesale Customer Service & Order Management Specialist to manage the full lifecycle of wholesale orders and ensure an exceptional experience for our retail partners. This role serves as a key liaison between Sales, Planning, Logistics, and our 3PL/warehouse teams, overseeing order processing, allocations, shipping coordination, compliance, and issue resolution. The ideal candidate will also support basic demand planning by analyzing order trends and collaborating with Planning on allocation and shipping strategies.

Key Responsibilities:

Order Management & Allocation

• Process global wholesale orders with precision, ensuring correct quantities, pricing, and compliance with customer routing guides.
• Coordinate with Planning to validate inventory availability and execute allocation adjustments as needed.
• Monitor orders through the fulfillment cycle and proactively communicate updates to both customers and internal stakeholders.
• Partner with warehouse/3PL teams to prioritize pick/pack/ship activities and resolve discrepancies.

Customer Service & Communication

• Set up and maintain accurate customer profiles to enable automation; regularly audit customer data for quality and completeness.
• Act as the primary point of contact for wholesale account inquiries, providing timely updates on orders, shipments, substitutions, and backorders.
• Collaborate with Sales to support account-specific requests, order changes, and cross-functional communication.
• Process internal order requests as needed.

Compliance & Documentation

• Ensure EDI orders are transmitted and received accurately and on time to meet fulfillment targets.
• Maintain up-to-date compliance documentation and ensure adherence to customer-specific shipping, labeling, and packaging requirements.
• Review and dispute chargebacks when applicable and ensure proper routing documentation is prepared and shared.

Returns & Credits

• Manage the return authorization process and coordinate with the warehouse/3PL to process returns efficiently.
• Issue credits and adjustments accurately and in a timely manner.

Reporting & Process Improvement

• Maintain accurate and up-to-date records in ERP/OMS systems, ensuring order integrity across platforms.
• Generate and distribute weekly order and shipping status reports.
• Identify and recommend process improvements to enhance operational efficiency and customer satisfaction.

Qualifications:

• Must have minimum 2–4 years of experience in wholesale order management or customer service, preferably in contemporary or luxury apparel.
• Must have demonstrated strong understanding of EDI transactions and wholesale compliance requirements.
• Must have demonstrated proficiency with ERP and order management systems (e.g., NetSuite, NuOrder, JOOR, Shopify, or similar platforms).
• Must have exceptional organizational skills with high attention to detail.
• Must have clear and professional communication skills with a customer-first mindset.
• Must have ability to thrive in a fast-paced, deadline-driven environment.
• Undergraduate degree from an accredited university preferred.

Benefits:

We offer a competitive benefits package including medical, dental, vision, FSA, 401(k) and PTO. Additionally, we offer a generous clothing allowance and 50% employee discount off retail.

About Us:

SIMKHAI designs for the elevated everyday with innovative techniques and timeless craftsmanship.

Founded in 2010 by designer Jonathan Simkhai, the studio takes inspiration from architects and sculptors alike, blending progressive construction techniques with intimate hand-detailing to create truly special garments and lifestyle design.

A 2015 winner of the prestigious CFDA/ Vogue Fashion Fund, the studio has earned recognition for its original silhouettes, quality constructions, and timeless elegance.

SIMKHAI continues to nurture an inspired creative community around the brand’s home in Los Angeles, sharing their designs and stories with women around the world who live artful, unapologetic lives.

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