Wholesale Account Operations Lead

Wholesale Operations Lead

Location: Onsite - San Pedro

Compensation Range: $85,000 - $90,000

Role overview

Be the point person for our toughest wholesale accounts and the owner of the order to cash playbook. You will run complex orders yourself, lead cross-functional fixes, and drive projects that cut chargebacks and lift OTIF. Think expert operator plus program owner, not a people manager.

What you’ll do

• Own day-to-day execution for priority retailers and distributors. Enter and release orders in NetSuite, validate EDI 850s and 856s, generate invoices, and clear exceptions.
• Serve as the escalation point for shorts, overages, damages, routing issues, ASN failures, and late trucks.
• Maintain flawless item and customer setup, certifications, portal data, and pricing files for assigned accounts.
• Build, document, and improve SOPs for order entry, invoicing, claims, and exception handling.
• Lead chargeback and deduction reduction projects. Run root cause analysis and partner with Finance on recovery.
• Track and report backlog, ship windows, fill rate, OTIF, EDI pass rate, chargebacks, and deductions.
• Coordinate with Supply Chain on allocations, substitutions, launch readiness, and risk to customer ship windows.
• Own compliance to routing guides, labels, carton and pallet specs, delivery appointments, and scorecard items.
• Monitor and enforce MAP for assigned accounts. Partner with Ecommerce and Legal to address unauthorized sellers.
• Interface with 3PLs on receiving SLAs, pick pack quality, labeling, and freight claims.
• Support tradeshows and expos as needed, including samples and show POs.
• Mentor coordinators informally. Share playbooks, run how-to sessions, and upskill the team without direct management.

What you’ll bring

• 5 to 7 years in wholesale order management or sales ops in CPG or supplements.
• Deep NetSuite experience for order processing, item and customer setup, invoicing, and exception handling.
• Strong working knowledge of EDI and retailer portals like Walmart Retail Link, Target Partners Online, Costco, Amazon Vendor Central, or iHerb.
• Proven results cutting chargebacks and improving OTIF or fill rate.
• Advanced Excel or Sheets skills. Lookups, pivots, and comfort with large datasets.
• Calm under pressure, strong judgment, great communicator.

Tools you will use

NetSuite, EDI translator or provider, 3PL WMS portals, Google Workspace, Shopify, Zendesk, Wrike, Formstack, Adobe Sign, retailer portals.