Wholesale Customer Service Representative

You're the person who catches problems before they become problems. You thrive on keeping things organized, making sure nothing falls through the cracks, and keeping customers and teams aligned. You don't just manage orders, you own outcomes. Whether it's resolving issues before they escalate, improving a process, or ensuring an order gets out the door accurately and on time, you take pride in making things run smoothly and ensuring every detail is accounted for. When something breaks, your first instinct is to fix it and make sure it doesn't happen again.

If this sounds like you, keep reading. This could be the perfect opportunity to bring your organization, problem-solving, and customer care skills to a growing team.

Why This Job Exists

Keep It Simple is scaling — and every order that moves through our system needs to land on time, on spec, and without surprises. This role exists to make that happen. You own the order flow for KIS accounts end to end, partnering with Print on Demand, Shipping, and Sales to resolve issues before they become escalations and building the documented processes that let us grow without breaking.

IMPORTANT DETAILS

• This role is hybrid, and you'll be working with our team in person Wednesday - Thursday from 9:00 AM to 5:00 PM, from Hudson, NH.
• This application requires a significant commitment to answering specific questions. You may want to compose your answers outside of this app and paste them once you're satisfied with your composition, spelling, grammar, and tone. We can't consider incomplete applications.
• Our market-based compensation strategy determines base pay for our jobs. You can use any of the publicly available tools to predict what you might earn here. All permanent roles are eligible for an annual bonus based on company performance, to which you will make a significant contribution.
• Everyone who applies will get a response from a human unless you have used an auto apply app to submit your application, or have not completed the application.

Pay Transparency:
We post our jobs on a collection of sites. Not all of them portray accurate information about our compensation ranges. For years, we've used a market-based approach to determine starting pay for all roles at Life is Good. We encourage you to explore reputable salary calculators like Salary.co m or PayScale, and, using accurate data for the apparel industry, this job (from the job description), our company size (under 300 people), location, and the required experience for this role, you will see the pay range for this role.

#LI-DNI

Requirements

What You Know and Have Done

• You have experience in order management, wholesale operations, or a production and fulfillment coordination role.
• You have worked with an order management or ERP system — Shopify, SAP, or something comparable.
• You have built or improved operational processes, not just followed them.
• You have coordinated cross-functionally between production, warehouse, and business teams.

What You'll Do

• You manage the full order lifecycle for all KIS accounts — from entry and accuracy validation through to on-time shipment — using Shopify reporting and SAP as your primary tools.
• You work daily with the Print on Demand team to keep orders queued accurately, hold production timelines, and catch print issues early before they ripple downstream.
• You respond to customer inquiries about order status, tracking, and issues with clear and timely answers that keep accounts informed and confident.
• You create replacement orders for mis-ships and damages through B2B and Shopify, resolving problems without requiring escalation.
• You document and communicate account-specific packing and routing guidelines to the shipping team so every shipment goes out correctly the first time.
• You set up new accounts and new doors in SAP and troubleshoot SAP issues directly with IT when they arise.
• You identify gaps in current workflows and actively partner with Print on Demand, Shipping, and Sales to design better processes — not just flag the problem.
• You cover and support fellow team members across accounts during peak periods or absences so the team never loses ground.
• You use AI tools to draft SOPs and workflow documentation faster, surface patterns in order error data, and reduce the manual lift of routine status communication.

How You Show Up

• You believe in the mission — not just as a talking point, but as a reason the work matters.
• You stay organized across multiple moving parts and competing priorities without needing someone to reset the list for you.
• You think in systems — when something breaks, your instinct is to document the fix and prevent the next one.
• You communicate across teams in plain language, translating operational complexity into steps others can act on.
• You surface issues early, before they become escalations, and you bring a proposed solution when you do.
• You work collaboratively by default and independently when the moment calls for it.
• You know and understand the impact of our mission and the Life is Good Superpowers
• You are skilled and comfortable working independently and as part of a team
• You give and receive feedback thoughtfully and constructively
• You are known for having a positive impact on those around you

When You Know You're Successful

• You are meeting your annual goals and actively raising the bar for how the team performs.
• You are recognized as a cultural asset on the Wholesale Customer Care team.
• You have SOPs in place for your accounts and the team is using them.
• You independently anticipate, identify, and resolve account issues before they require escalation.
• You have earned the trust of the Print on Demand, Shipping, and Sales teams as a reliable coordination partner.

Benefits

We’re located in beautiful, scenic Hudson, New Hampshire, and have just moved to a new facility surrounded by green space. You can see it HERE. We offer an on-site gym with showers, top quality Medical, Dental, Vision, Flexible Spending Accounts, Life, AD&D, Short and Long-Term Disability, 401(k) plan with a match, Paid Time Off (PTO), 10 paid holidays, Good Vibes Time (we pay you to volunteer for the non-profit cause of your choice) and Family Time. And we have dogs. Through your work, you'll contribute to growing our social mission: The Playmaker Project

Life is Good is an equal opportunity employer and does not discriminate against otherwise qualified applicants based on race, color, religion, national origin, ancestry, sex, age, mental or physical disability, pregnancy, sexual orientation, gender orientation, or expression, marital status or veteran status, or any other legally protected characteristic under applicable federal or state law.