Wholesale Customer Service Representative

Founded in 2013 by Grace Na, Pistola is a Los Angeles-based brand built on luxury-level construction and a street-smart, utilitarian sensibility. As part of KNG (Pistola and Daze), we create premium, functional pieces designed to work as hard as the women who wear them. Our identity is rooted in a decade of evolution, consistently prioritizing quality and ease in every silhouette.

Position Overview:

The Wholesale Customer Service Representative is responsible for processing wholesale orders for specialty boutiques, ensuring orders ship during the delivery window. This role serves as a key link between wholesale customers, sales representatives, and the warehouse team to ensure orders are processed accurately, efficiently, and in a timely manner.

What You’ll Do:

• Contact accounts who require notification/approval to ship prior to processing.
• Verify order details such as approved payment terms, credit limits, and any outstanding account requirements.
• Confirm pricing, discounts, minimum order requirements, shipping details, and applicable customer-specific terms.
• Communicate with the sales team, accounts receivable, and management to resolve order issues before release.
• Ensure orders comply with established wholesale policies and procedures.

• Allocate goods each delivery as they become available.

• Generate, print, and release pick tickets for approved wholesale orders.
• Prioritize orders based on established shipping schedules, customer requirements, and internal fulfillment deadlines.

• Respond to inquiries from specialty boutique customers and sales representatives such as order status, inventory availability.
• Provide timely updates on order holds, backorders, shipping concerns, and other fulfillment issues.
• Respond to customer service concerns such as ship errors, damages and returns and offer reasonable solutions within company/brand policy.
• Escalate issues that may affect customer satisfaction or timely order fulfillment.

• Update, and maintain accurate order and customer information in the company's order management system or ERP.
• Identify recurring order issues and recommend process improvements to increase accuracy and efficiency.
• Assist with additional wholesale operations and customer service tasks as needed.
• Maintain order tracker reports.
  
  

Who You Are:

• 2-5 years previous experience in wholesale customer service, order processing, sales support, or order fulfillment in the apparel industry preferred.
• Experience working with specialty boutiques, retail accounts, or wholesale distribution is a plus.
• Strong attention to detail and accuracy in reviewing and processing orders.
• Proficiency with order management systems, ERP platforms, and Microsoft Office or Google Workspace.
• Strong organizational and time-management skills with the ability to manage multiple orders and deadlines.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with sales, accounting, warehouse, and operations teams.
• Ability to identify discrepancies, follow established procedures, and escalate exceptions appropriately.