Wholesale Customer Service Specialist

Job Summary:

The main purpose of this role is to manage the wholesale orders pipeline from customer order submission all the way through shipping and billing. This role also maintains the wholesale customer service email inbox and ensures any wholesale customer service issues or questions are responded to and resolved in a timely manner.

Principal Accountabilities:

• Daily order entry into Netsuite from wholesale inbox and SPS Web Fulfillment system
• Amend orders as needed, confirm them with customers, and communicate current lead time
• Bill out orders that shipped in Netsuite and submit invoices in SPS for the SPS accounts
• For international customers, send shipping quotes and lot/expiry reports for prior approval before shipping
• Send shipment tracking info to customers as requested
• Provide updated order forms to customers as needed
• Provide regulatory documents to international customers to assist with customs as needed
• Enter no-cost sales orders for wholesale customers or THS colleagues as needed
• Update and maintain InterTrade Catalogue for big box accounts
• Collect and retain customer resale certificates database
• Update and maintain all account notes (related to shipping, billing, pricing, collection, samples/tester policy, product expiry requirements, etc) for all wholesale customers in Netsuite
• Update assortment at customer level or pricing at SKU level in Netsuite as needed
• Set up new accounts in Netsuite as needed
• Assist the Director of Sales Operations in processing RTVs, Deductions, and Credit Notes

Key Experience & Skills:

Qualification and Experience

• Proven track record of exceptional B2B customer service handling via email or phone
• Experience working with international carriers (FedEx, UPS, DHL) and freight forwarders
• Experience working with fulfillment and shipping teams
• Basic understanding of retail math

Skill Sets

• Proficient in Microsoft Excel, Oracle Netsuite, and Google Suite of products (Gmail, Gchat, Google Sheets)
• Ability to multi-task and communicate quickly and effectively with many different teams simultaneously (Ops/Production team, Fulfillment Team, Regulatory Team, Sales Team)
• Very communicative and resourceful. Things change constantly so it’s important to stay nimble so we keep the customers happy and capture as much revenue as possible.
• With over 200 accounts and nearly 200 SKUs including backbar, this person must be very detail-oriented and organized. Things come in and out of stock and there are different regulatory nuances for certain SKUs in certain markets. So it’s important this person is able to grasp those minor details and retain them for order entry and fulfillment purposes so that wholesale customers receive their orders.

Personal Attributes

• First and foremost this role is a customer service one so the person must always be professional, patient, and respectful of everyone we work with, inside and outside of THS.
• This person is the first point of contact for processing revenue for wholesale customers so it’s important he/she/they understand the urgency of processing orders as quickly and accurately as possible.