What are the responsibilities and job description for the Global Customer Service Manager or Director (DOE) – Wholesale Operations position at PRTNR Recruiting?
An established apparel company is seeking an experienced Global Customer Service Manager to lead wholesale customer service operations and demand planning processes. This role plays a critical part in aligning customer relationships, forecasting, fulfillment, and internal operations to ensure a seamless order lifecycle from demand planning through shipment.
This position will work cross-functionally with sales, finance, and warehouse teams to improve operational efficiency while delivering exceptional service to wholesale customers.
RESPONSIBILITIES
- Lead and manage the wholesale customer service team, ensuring high levels of customer satisfaction and operational efficiency – international and domestic.
- Oversee demand planning and forecasting, including regular forecast analysis and reporting to internal stakeholders.
- Manage B2B platform administration and maintain system accuracy.
- Monitor and support monthly shipping forecasts and coordinate priorities with warehouse and logistics teams.
- Run and review daily open order and allocation reports across divisions.
- Ensure the accuracy and integrity of customer billing and account alignment with finance, including factored, house, and consignment accounts.
- Maintain a clean order base by monitoring discontinued items, cancellations, extensions, and shortages.
- Partner with warehouse and customer service teams to track supply and demand against monthly forecasts.
- Manage vendor compliance requirements and chargeback resolutions.
REQUIREMENTS
- 7 years of Customer Service experience within the apparel experience
- Strong understanding of inventory accounting and merchandise payable processes.
- Experience working with ERP systems, inventory platforms, and accounting software.
- Able to identify complex problems and finding solutions to address them.
- Advanced Microsoft Excel skills and strong proficiency with MS Office.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced wholesale or product environment.
- Proven experience leading or supervising a customer service team.
- Knowledge of vendor compliance, order management, and supply chain coordination.