Wholesale Accounts Customer Service Rep - Hybrid

Gods True Cashmere; Los Angeles (CA); Hybrid; USD 48,000 - 72,000; Full time

Job summary

Gods True Cashmere seeks a highly organized Wholesale Accounts Customer Service Representative to support wholesale partners and manage order fulfillment. You will report to the Chief Operating Officer as the primary day-to-day contact for wholesale accounts, communicating product availability, shipment timing, and delivery updates, and owning customer questions through resolution.

You will collaborate with Sales, Operations, Finance, and logistics to address issues, track outstanding requests,

Qualifications

• Experience in wholesale customer service or sales support is preferred.
• Strong organizational skills and attention to detail are essential.
• Ability to manage multiple inquiries and orders with timely follow-up.

Responsibilities

• Serve as primary operational contact for wholesale customers on status, shipping, and delivery.
• Respond to inquiries within 24 hours; research and provide complete answers.
• Own customer issues from receipt to resolution.
• Collaborate with Sales, Operations, Finance, and logistics to meet commitments.
• Provide proactive shipment updates and next steps to minimize follow-ups.
• Maintain accurate records of communications, orders, and resolutions.
• Support order entry, invoicing coordination, and related admin tasks.
• Escalate urgent matters that affect relationships or delivery commitments.
• Identify recurring issues and suggest process improvements.

Skills

Wholesale customer service

Account coordination

Order management

Cross-functional collaboration

Written and verbal communication

Multitasking in fast-paced environment

Shopify/ERP/wholesale platforms

Tools

Microsoft Office

Google Workspace

Shopify

ERP systems

Wholesale platforms

Job description

Gods True Cashmere is seeking a highly organized, responsive, and service-oriented Wholesale Accounts Customer Service Representative to support our wholesale partners and ensure a seamless experience throughout the order and fulfillment process.

Reporting to the Chief Operating Officer, this full-time, hybrid position serves as the primary day-to-day operational contact for wholesale accounts following the Sales team’s order handoff. You will proactively communicate product availability, shipment timing, and delivery updates while taking ownership of customer questions and concerns through resolution.

What You’ll Do

• Serve as the primary operational contact for wholesale customers regarding order status, product availability, shipping, delivery, shortages, and damages.
• Respond to customer and internal inquiries professionally within 24 hours, acknowledging requests while researching complete answers.
• Own customer questions and concerns from initial receipt through final resolution.
• Partner with Sales, Operations, Finance, and logistics partners to resolve issues and meet customer commitments.
• Proactively communicate shipment updates, delays, and next steps so customers do not need to repeatedly follow up.
• Maintain accurate records of customer communications, orders, open issues, commitments, and resolutions.
• Track outstanding requests, deadlines, and follow‑up actions to ensure timely completion.
• Support order entry, order confirmations, account documentation, invoicing coordination, and related administrative tasks.
• Promptly escal… urgent or sensitive matters that could affect customer relationships, shipments, payments, or delivery commitments.
• Identify recurring concerns and recommend opportunities to improve service and operational processes.

What You’ll Bring

• Previous experience in wholesale customer service, sales support, account coordination, order management, operations, or a related role.
• Experience in fashion, apparel, luxury goods, retail, or consumer products strongly preferred.
• Excellent organizational skills, attention to detail, and written and verbal communication.
• A proactive approach to customer service, strong accountability, and consistent follow‑through.
• The ability to manage multiple priorities and open requests in a fast‑paced environment.
• Strong collaboration and problem‑solving skills, with sound judgment about when to resolve issues independently and when to elevate.
• Proficiency with Microsoft Office or Google Workspace; experience with Shopify, ERP systems, order‑management systems, or wholesale platforms preferred.

This is an opportunity to make a direct impact on the wholesale customer experience at a luxury fashion brand, helping ensure every account receives timely, accurate, and attentive support.