Customer Service Representative (Wholesale Apparel)

Customer Service Representative

The Customer Service Representative is the key link between Sales and Operations, responsible for ensuring orders are accurate, processed efficiently, and moving smoothly. This role manages communication, resolves inquiries, and supports both internal and contracted sales teams, playing a critical part in customer satisfaction and overall operational success in a fast-paced wholesale environment.

What You Will Do:

• Maintain a clean and accurate open order file across multiple accounts and brands, reviewing daily for alignment, fill, ticketing requirements, pack instructions, and VAS compliance.
• Manage customer accounts and serve as the primary operational point of contact for inquiries related to orders, products, pricing, and availability.
• Process sales orders, returns, and credits accurately in internal system.
• Track and monitor order status, shipments, and deliveries to ensure on-time fulfillment.
• Communicate with warehouses, Imports Dept, and production teams to resolve order or shipment issues.
• Handle customer complaints and provide timely, professional resolutions.
• Maintain up-to-date account knowledge, including seasonal collections, inventory and guidelines. (e.g., major accounts like department stores or distributors).
• Support sales teams with order entry, account updates, and reporting.
• Prepare and maintain reports related to orders, backorders, and customer performance.

Qualifications/Experience:

• Bachelor's degree or equivalent experience preferred.
• 4+ years of customer service experience, preferably in apparel and wholesale.
• Strong knowledge of order management systems and ERP platforms.
• Advance knowledge in Microsoft Excel (VLOOKUP, Pivot Tables, Formulas, etc).
• Must have customer-focused mindset and a strong organizational and time management skills.
• Ability to work in a fast-paced environment.
• Team collaboration and cross-functional communication across internal teams and external vendor accounts.
• Analytical thinking and attention to detail.
• EDI Knowledge and retailer compliance requirements is a plus.
• Excellent communication and problem-solving skills.
• Strong attention to detail and ability to manage multiple priorities.
• Proficient in Microsoft Office (Outlook, Word).

Preferred Experience:

• Experience working with major retail accounts.
• Knowledge of supply chain, logistics, and inventory management.
• Familiarity with chargebacks, compliance routing, and vendor guidelines.

Employee Benefits:

At ULAC, we are committed to supporting the well-being and professional growth of our employees. Our comprehensive benefits package for all New York and New Jersey-based employees includes:

• Medical, Dental, and Vision Insurance
• Fitness Reimbursement
• Short-Term and Long-Term Disability Insurance (100% Employer Paid)
• Group-Term Life Insurance (100% Employer Paid)
• Employee Assistance Program (EAP)
• 401(k) Retirement Plan
• Pet Insurance
• Paid Time Off (PTO) and Sick Leave
• Bereavement Leave
• Flexible Spending Accounts (FSA)
• Commuter Benefits
• Tuition Reimbursement
• Voluntary Life Insurance

Physical Demands and Working Conditions:

The physical demands and working conditions of this position are representative of what must be met to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions. The functions of this position are typically performed in an office setting and the noise level in the work environment is usually quiet to moderate. While performing the duties of this position, the employee is regularly required to sit for long periods of time; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to walk. The employee may be occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must be able to lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision and distance vision.

General Acknowledgement & Employment At-Will:

Employment in this position requires adherence to all policies and procedures set forth by United Legwear & Apparel Company. This position description is not an exhaustive list of all duties and responsibilities of the position, is not a contract and is subject to change at any time, with or without notice, by the employer. Furthermore, all employees are employed at-will with United Legwear & Apparel Company and are employed for no definite period of time and employment may be terminated without cause or notice.