DTC Customer Service Supervisor, Wholesale Apparel

Premier Brands Group Holdings; Bristol Township (Bucks County); On-site; USD 70,000 - 95,000; Full time

Job summary

Premier Brands Group Holdings seeks a DTC Customer Service Supervisor for Wholesale Apparel to oversee daily direct-to-consumer service operations. You will drive process improvements, optimize systems, and collaborate with cross-functional teams to enhance efficiency and customer satisfaction.

The role requires strong analytics, CRM platform experience (Salesforce Lightning, Five9), and project coordination skills to support enterprise planning and automation initiatives.

Qualifications

• Experience coordinating DTC service operations and customer service strategy.
• Strong understanding of operational reporting and business planning.
• Experience with CRM and customer service platforms such as Salesforce Lightning and Five9.
• Familiarity with Jira and project management tools.
• Experience supporting system implementations, improvements, and cross-functional initiatives.
• Excellent communication and organizational skills.
• Apparel, retail, e-commerce, or consumer products experience preferred.

Responsibilities

• Oversee day-to-day DTC service operations to improve customer experience and performance.
• Develop processes, workflows, and service strategies for efficiency and consistency.
• Coordinate with Customer Service, E-commerce, IT, Operations and leadership to align priorities.

Skills

Analytical thinking

Communication

Project coordination

multitasking

Education

Bachelor's degree in Business, Operations, Information Systems

Tools

Salesforce Lightning

Five9

Jira

Job description

DTC Customer Service Supervisor, Wholesale Apparel

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Category Operations

Description

PREMIER BRANDS GROUP HOLDINGS

Iconic by Nature, Exceptional by Design

Premier Brands Group Holdings, A Global Leader in Apparel, Jewelry and Accessories Design

Driven by excellence and innovative talent, Premier Brands Group is a leading, global apparel group of iconic brands, offering a diverse portfolio in denim, women's apparel, and jewelry.

Premier Brands Group is comprised of three distinct businesses that create top-tier brands for the discerning consumer. One Jeanswear Group designs and distributes a distinguished portfolio of branded and private label Jeanswear throughout North America.

An apparel industry leader for 30+ years, The Kasper Group has remained committed to excellence in offering iconic brands and relevant womenswear designs.

The Jewelry Group has a 20+ year legacy of developing, sourcing and selling elevated fashion jewelry pieces, with a design-centric point of view.

Our legacy is rooted in our rich portfolio of the most covetable denim, apparel, jewelry and accessories brands in the world. Each respective group is Iconic by Nature and Exceptional by Design.

DTC Customer Service Supervisor

Position Summary

Responsible for overseeing and coordinating direct-to-consumer (DTC) service operations, business planning, systems optimization, and process improvement initiatives. Partners with cross-functional teams to improve operational efficiency, enhance the customer experience, and support business objectives through reporting, technology, and strategic planning.

Key Responsibilities

• Oversee and coordinate day-to-day DTC service operations and support initiatives to improve customer experience and operational performance.
• Develop and implement processes, workflows, and service strategies to improve efficiency and consistency.
• Partner with Customer Service, E-commerce, IT, Operations, and business leadership to align priorities and support execution.
• Analyze service performance, operational reporting, and business trends to identify opportunities for improvement.
• Monitor and report on key performance indicators related to service quality, productivity, and customer satisfaction.
• Support enterprise planning initiatives, project coordination, and cross-functional business programs.
• Identify opportunities to streamline processes through system enhancements, automation, and technology solutions.
• Collaborate with IT and business partners on system implementations, upgrades, testing, and troubleshooting.
• Support CRM and customer service platforms, including Salesforce and related technologies.
• Utilize reporting tools and business analytics to evaluate performance and recommend operational improvements.
• Coordinate project timelines, deliverables, and communication across departments.
• Support AI-enabled tools and automation initiatives designed to improve service operations and workflow efficiency.
• Develop documentation, procedures, and training resources to guide consistent operational practices.
• Prepare business updates, performance reports, and project presentations for leadership.
• Drive continuous improvement initiatives to enhance service delivery, system functionality, and overall business execution.

Position Requirements

Qualifications

• Experience coordinating DTC service operations, customer service strategy, business operations, systems management, or related functions.
• Strong understanding of customer service processes, operational reporting, and business planning.
• Experience with CRM and customer service platforms such as Salesforce Lightning and Five9.
• Familiarity with project management tools, including Jira.
• Experience supporting system implementations, process improvements, and cross-functional initiatives.
• Strong analytical, organizational, and problem-solving skills.
• Ability to interpret business data, identify trends, and recommend improvements.
• Excellent communication and project coordination skills.
• Ability to manage multiple priorities and collaborate across departments.
• Experience with automation, AI-enabled business tools, or digital transformation initiatives preferred.
• Apparel, retail, e-commerce, or consumer products experience preferred.
• Bachelor's degree in Business, Operations, Information Systems, or a related field preferred.

Salary Range: *Actual base salary for this role within the above range will be based upon experience, qualifications and/or assigned unit.

We are an EEO/Affirmative Action Employer. All qualified applicant swill receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

Full-Time/Part-Time Full-Time

Shift Days

Position DTC Customer Service Supervisor, Wholesale Apparel

Division Premier Brands Group Holdings

Exempt/Non-Exempt Exempt

Open Date 11/3/2026

This position is currently accepting applications.