Senior Manager, Wholesale Operations
- Oversee end‑to‑end wholesale order management, ensuring accurate and timely order entry, allocation, routing, and shipment execution.
- Lead wholesale customer service and routing functions while managing and developing a growing team.
- Serve as the primary operational contact for luxury retail partners including Nordstrom, Saks, and global department store accounts.
- Manage order flow, allocation logic, order accuracy, routing requirements, and retailer‑specific compliance.
- Troubleshoot wholesale order, system, and shipping issues by partnering with Sales, Planning, Warehouse, Finance, and cross‑functional teams.
- Build, refine, and implement SOPs across wholesale order processing, customer service, routing, and escalation workflows.
- Drive operational excellence through workflow improvements, KPI visibility, SLA tracking, and process optimization.
- Create and maintain reporting on order status, allocations, backorders, and shipment performance for key internal stakeholders.
- Serve as the NetSuite subject‑matter expert for Wholesale Operations, ensuring accuracy in data, item setup, order entry standards, and reporting.
- Partner with warehouse teams to ensure orders are picked, packed, shipped, and received according to retailer standards and compliance requirements.
- Work closely with Wholesale Sales to support seasonal launches, replenishment needs, and account‑specific priorities.
- Collaborate with Planning on inventory availability, forecasting constraints, and allocation strategies.
- Partner with Logistics on routing, shipping exceptions, returns/RTVs, and problem resolution.
- Align with Finance on invoicing accuracy, chargeback mitigation, and deduction prevention.
- Manage and mentor the Wholesale Customer Service/Routing team, establishing clear roles, performance expectations, and development pathways.
- Support hiring as the wholesale business grows, fostering a culture of accountability, accuracy, and partnership.
- 6-8+ years of wholesale operations, wholesale customer service, or sales operations experience within apparel, luxury fashion, or consumer goods.
- 2-3+ years of people management experience with proven ability to manage and develop teams.
- Strong NetSuite experience required, including order management, reporting, item setup, and allocation.
- Experience working with luxury or major department store accounts such as Nordstrom, Saks, Neiman Marcus, and international luxury retailers.
- Expertise in retailer compliance, routing, wholesale POs, and 3PL/warehouse workflows.
- Highly organized, detail‑oriented, and solutions‑driven with the ability to identify bottlenecks and create scalable improvements.
- Strong analytical skills with proficiency in Excel/Google Sheets, ERP systems, and reporting tools.
- Excellent communication and cross‑functional partnership skills.
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