Customer Service Representative - Wholesale, Specialty

About Us

Stio® is a dynamic, omni-channel mountain lifestyle brand that creates high-quality, functional, and innovative apparel and accessories. Headquartered in Jackson, Wyoming, our brand draws inspiration from the Teton Range and reaches customers through our website, catalog, B2B partnerships, and retail Mountain Studios®. We are deeply committed to environmental stewardship, partnering with organizations like Protect Our Winters and the Conservation Alliance. We prioritize sustainable materials, utilize Bluesign® approved textiles, audit our supply chains, and operate our facilities responsibly. We believe in the power of the outdoors for well-being and are dedicated to fostering inclusivity and access for all.

Your Role

The Customer Service Representative (CSR) for Wholesale, Specialty is a vital position within Stio's expanding B2B sector. This role serves as the primary liaison for our wholesale partners, addressing their daily needs, nurturing relationships, and ensuring they have the resources for success. Beyond direct customer interaction, the CSR is integral to back-end operations, including managing the order book, supporting fulfillment processes, generating reports from NetSuite, and maintaining essential assets like UPC lists, imagery, and catalogs. This position collaborates closely with the Sales, Sales Operations, and wholesale agency teams.

Responsibilities

• Act as the main point of contact for wholesale specialty accounts, handling daily inquiries, resolving issues, and maintaining strong relationships.
• Oversee the entire order lifecycle, including entering seasonal and special orders, processing various order types (pre-season, at-once, backorders), and ensuring accurate fulfillment.
• Proactively communicate with accounts regarding order status, including availability, delivery schedules, allocation challenges, and suggested swap options.
• Maintain and update marketing and sales assets within the Elastic platform and manage the pending order fulfillment pipeline in the CRM.
• Collaborate with Sales Agencies to equip wholesale accounts with necessary tools for effective sell-through.
• Manage all returns, exchanges, and warranty claims for the wholesale division.
• Coordinate with the warehouse (NRI) to guarantee timely and complete delivery of ordered products and participate in regular meetings with warehouse contacts.
• Contribute to weekly Sales Team meetings with updates on channel performance, priorities, and action plans.
• Prepare seasonal sales reports for each wholesale partner to aid in account growth strategies.
• Generate detailed analytical reports from Elastic and seasonal performance reports from NetSuite.
• Manage SPS reporting and assist in creating sales assets such as UPC lists, product images, and catalogs.
• Maintain organized shared files, sales resources, and product information across all relevant systems.
• Develop and maintain a comprehensive understanding of Stio's product line throughout each season.
• Liaise with Planning and Operations teams on inventory and fulfillment matters.

Requirements

• A minimum of one year of experience in account management, customer service, or a related wholesale/retail capacity.
• Exceptional organizational and time management capabilities, with the ability to manage multiple accounts and competing tasks effectively.
• Strong written and verbal communication skills, characterized by professionalism, warmth, and a solution-oriented approach.
• Proficiency in Microsoft Office Suite is essential; familiarity with Google Workspace is advantageous.
• Proven aptitude for quickly learning and adapting to new software systems.
• Prior experience with NetSuite, Elastic, or SPS Commerce is highly desirable.
• A background in the wholesale apparel or outdoor industry is preferred but not mandatory.
• Keen attention to detail and a genuine commitment to addressing customer needs.

Perks

• Medical, Dental, and Vision insurance plans.
• Company-paid Long-Term Disability insurance.
• Access to Employee Assistance Programs.
• 401k retirement plan with employer match.
• Generous paid time off policies.
• Opportunities for gear testing and other employee benefits.

Eligibility

Candidates with at least one year of experience in account management, customer service, or wholesale/retail are encouraged to apply. A strong ability to manage multiple priorities and communicate effectively is key. Experience with specific software like NetSuite or Elastic is a plus, as is a background in the apparel or outdoor industry.

Education Required

Not specified