Wholesale Operations & Customer Experience Coordinator

Wholesale Operations &

Customer Experience Coordinator

Full-time/Onsite

New York, NY

Company Overview

At AFFORM, we believe organization is an art, one where function and form are never in competition, but in conversation. Formerly known as Parallelle, AFFORM recently entered an exciting new chapter as our brand continues to grow beyond where we began. Our new name is rooted in our design philosophy: A Functional Form, reflecting our belief that beauty and utility should always work together. Our story began with The Travellers, our patented and thoughtfully designed beauty bag created to bring order to everyday routines. What started with one innovative product has grown into a broader mission centered on intentional design, everyday functionality, and creating products that help people move through life with greater ease and confidence. Founded by Annie Fan, whose 20 plus years of experience designing for leading beauty brands informs every product, AFFORM is now expanding into new product categories and new markets while staying true to the principles that have guided us from the beginning. As we enter this next phase of growth, we remain focused on thoughtful design, purposeful innovation, and helping our customers Arrive Organized!

Job Overview

The Wholesale Operations & Customer Experience Coordinator reports to the Director of Operations and supports the accurate, timely movement of orders across AFFORMs wholesale and direct to consumer channels. The role owns day to day wholesale order coordination from purchase order review through delivery while also providing responsive post purchase support to consumers. This position partners closely with our internal Revenue, Sales, and Production teams, as well as our external warehouse and logistics partners, to keep orders and customer needs moving accurately and on schedule. The ideal candidate is highly organized, careful with details and comfortable managing changing priorities without losing accuracy or follow-through. Success requires clear communication, strong ownership and a practical approach to resolving issues before they affect a wholesale partner or consumer.

Key Responsibilities

• Manage wholesale orders from receipt through delivery, including order entry, validation, confirmation, release, tracking and closeout.
• Review purchase orders, item details, pricing, quantities, ship windows, routing instructions and account requirements before orders move to the warehouse or production team.
• Process and monitor manual and EDI orders and maintain accurate order information across applicable systems and trackers.
• Coordinate with Sales, Finance, Production, the warehouse, 3PL and transportation partners to confirm inventory, payment status, release timing, routing and delivery requirements.
• Prepare or verify packing slips, labels, routing and ticketing details, shipment documents and account specific materials before fulfillment.
• Track open orders and shipment milestones, provide timely status updates and escalate risks with the relevant details and a proposed next step.
• Research and help resolve discrepancies, shortages, damages, returns, compliance issues and chargebacks, documenting the outcome and any required follow up.
• Maintain wholesale order trackers, account requirements and process documentation so information remains current and accessible to the team.
• Serve as a primary contact for consumer inquiries across email, chat and other support channels, providing timely, clear and thoughtful responses.
• Support questions related to products, orders, shipping, delivery, returns, exchanges, damages and missing items.
• Investigate issues using order and shipment information, coordinate with Operations or logistics partners and communicate resolutions through completion.
• Maintain accurate case notes and ensure communication reflects AFFORMs brand voice and customer care standards.
• Identify recurring questions, service issues and customer feedback, and share useful patterns with leadership to improve products, policies and workflows.
• Balance wholesale deadlines and consumer support needs based on business priorities, customer impact and ship requirements.
• Communicate clearly through email, Teams and Basecamp, and confirm ownership, deadlines and next steps when work moves between departments.
• Support the development and maintenance of standard operating procedures, training guides, trackers and quality checks for wholesale and customer experience workflows.
• Provide recurring updates on open orders, delivery risks, customer issues, chargebacks and other items requiring management visibility.
• Contribute to process improvements that strengthen order accuracy, response times and accountability across teams.

Experience and Skills

• Bachelors degree in Business, Supply Chain Management, Operations, Logistics, Communications, or a related field is required.
• Three or more years of experience in wholesale operations, order management, customer experience, sales operations or a related role.
• Experience coordinating orders across Sales, warehouse, logistics, finance or production teams, preferably in fashion, accessories, beauty or consumer products.
• Strong attention to detail and the ability to review purchase orders, labels, shipment documents and account requirements accurately.
• Excellent written and verbal communication skills, with a professional and solutions focused approach to internal and external customers.
• Ability to manage competing priorities, meet time sensitive deadlines and follow issues through to resolution.
• Strong judgment, accountability and problem-solving skills, including the ability to raise risks early and recommend practical next steps.
• Proficiency in Excel or Google Sheets, along with experience using order management, ERP, WMS, EDI, or customer support systems, is required.
• Hands-on experience with Shopify, SPS Commerce, and NetSuite is required.
• Experience with Deposco, GS1, or similar platforms is also required.
• Experience using Adobe Acrobat, Adobe Illustrator, or similar tools to review, resize, edit, and prepare shipping labels, ticketing materials, and retailer compliance documents is preferred but not required.
• Comfort working in a growing environment where processes continue to develop and responsibilities may shift with business needs.

What Success Looks Like

• Wholesale orders are entered, reviewed, released and tracked accurately against retailer requirements and deadlines.
• Sales, Operations and management receive clear updates on open orders, shipment risks and required decisions.
• Consumers receive timely, accurate and professional support, with issues followed through to resolution.
• Order records, customer cases and process documentation are complete, current and easy for the team to use.
• Potential errors, delays and compliance concerns are identified early and escalated with the facts needed to act.
• Recurring issues lead to practical improvements in workflows, training and communication.

Salary Disclosure and Benefits

AFFORM is committed to offering a competitive and equitable compensation package based on experience and qualifications. The salary range for this position is $60,000 to $70,000, with flexibility for the right candidate. We offer a comprehensive benefits package, including employer-sponsored medical coverage with a minimal employee contribution, PTO and Sick Leave, and additional perks aligned with company policies. Further details regarding our benefits package will be shared during the interview process.