What are the responsibilities and job description for the Wholesale Customer Success Specialist position at Onward Reserve?
About Onward Reserve
Inspired by a mission to create a premium men's lifestyle apparel brand, Onward Reserve was founded in 2012 by TJ Callaway with a deep appreciation for life's authentic moments. Through 13 retail stores, a growing e-commerce presence, and a national wholesale business, we are committed to creating unforgettable customer experiences through high quality products both online and in-store. Onward Reserve is the first lifestyle brand that has combined timeless menswear styles, unique apparel and gifts, and personalized customer service across all channels.
About the Role
The Wholesale Customer Success Specialist position is designed to support the needs of Onward Reserve's wholesale sales team and customers. This role is responsible for all aspects of order management including modifying orders, managing special order requests, fulfillment, as well as customer support including events and system resources. The priority is to deliver first class support and develop lasting customer relationships. The role is a primary point of contact for wholesale clients while also being a direct liaison with our internal support teams and sales team members. The ideal candidate has a proven history of strong customer service, sales experience and relationship building.
Core Responsibilities
- Collaborate closely with the sales team to support customers throughout their lifecycle, ensuring a smooth, accurate, and positive experience from order placement through fulfillment.
- Partner with internal teams, including production, fulfillment, and logistics, to proactively advocate for customer needs and ensure orders are processed, delivered, and resolved with accuracy and care.
- Monitor order status and customer milestones, identify potential issues early, and coordinate solutions that minimize customer impact.
- Maintain detailed records for orders, credits, returns, and exchanges to ensure customers receive clear communication, timely updates, and consistent follow-through.
- Gather and relay customer and sales feedback to product and operations teams to support improvements in product availability, quality, and customization offerings.
- Support the execution of custom projects and personalized products by ensuring all customer requirements are clearly documented, communicated, and delivered.
- Stay knowledgeable about upcoming product launches, inventory changes, and internal updates to help the sales team provide accurate, proactive guidance to customers.
- Contribute to enhancing the customer journey by identifying opportunities to improve workflows, strengthen communication, and increase overall customer satisfaction.
- Perform additional customer-facing or administrative tasks as needed to support a seamless experience.
- Communicate proactively with customers regarding any delays, changes, or updates impacting their orders, ensuring they feel informed and supported.
- Serve as the primary point of contact for customers onboarding and provide ongoing assistance with portal access, navigation, and issue resolution.
- Willing to travel up to 25% for tradeshows, site visits, and client events; role is otherwise 75% onsite Monday–Friday.
Ideal Candidate
- Detail-oriented with strong organizational and problem-solving skills.
- Excellent communicator with a collaborative mindset.
- Able to manage multiple priorities and maintain accuracy under tight deadlines.
- Proactive in identifying and resolving process inefficiencies.
Requirements
- Bachelor’s degree in a business-related field preferred.
- 1-3 years of experience in customer service, customer success, sales-related or retail preferred.
- Strong skills with Microsoft Office required.
- Experience with Apparel Magic, Nuorder, or Shopify is a plus.
- Must demonstrate a superior customer service focus, telephone etiquette, and effective verbal, written, and keyboard skills.
Compensation & Benefits
We offer a competitive salary that is commensurate with experience, along with a strong list of company benefits. If you think you would be a great fit for this role, please let us know by introducing yourself to careers@onwardreserve.com & cody@onwardreserve.com, where we will be happy to provide you with more information.