Key Account Retail Partner Solutions Representative

At BrüMate, we are passionate about product design and innovation. We exist to enhance everyday moments and add a little bit of excitement to the things our customers love the most. Inspired by equal parts inventiveness and imagination, we are a crew of creative, fast-moving, ambitious, self-starters with a commitment to doing things differently. We obsess over the small details while relentlessly pursuing the bigger picture. Our operating style is fast-paced, innovative and team-oriented. By joining our team you will be empowered to make meaningful impacts across the organization alongside your peers. Role BrüMate is seeking a motivated self-starter and customer‑centric individual to join our team. This individual will work closely with their peers and the Senior Manager of Wholesale Customer Experience & Operations to service one of our in‑house Major Retail Partner Portfolios. The Retail Partner Solutions Representative will be responsible for delivering exceptional service to our major retailer partners and sales leaders through a positive, collaborative, and problem‑solving mindset. The ideal candidate has a relentless passion for delivering premium service, is a team player, and has exceptional communication. Strategic Impact As the primary operational point of contact for our largest accounts, you will not just process orders—you will protect our revenue by ensuring 100% compliance with complex retailer routing guides. You will act as the bridge between our sales goals and our supply‑chain reality, directly contributing to our reputation as a top‑tier brand partner. Key Responsibilities Get to know the BrüMate brand and systems to become a dedicated expert Become a trusted advisor and partner to our largest key retailers Manage end‑to‑end communication and partner inquiries, ensuring all correspondence adheres to rigorous brand and service standards. Advocates and adheres to policies, procedures, and SLA’s Own the full order‑to‑cash lifecycle for key accounts, ensuring accuracy and mitigating financial risk through proactive chargeback and credit management. Become an expert in key account vendor portals and routing guides Review, research and dispute, or respond to all chargebacks and fines from Key Accounts in a timely manner Work with implementation partners on EDI setup and testing Owns the order management process for Key Accounts from order entry to invoicing Proactively works with our 3PL partners as needed to ensure timely and accurate deliveries Effectively assess and problem‑solve issues in a timely and professional manner Builds customer loyalty through empathy, positivity, trust, and strong relationship‑building skills Collaborates with cross‑functional teams to deliver a high customer experience and a high level of customer satisfaction Identifies patterns, large‑scale issues, and opportunities, and reports them to the Senior Manager of Retail Partner Solutions. Define and maintain account‑specific requirements and SOPs, serving as the central point of contact for operational documentation and training. Lead quarterly business reviews with retail partners to evaluate performance, improve compliance, and unlock new operational efficiencies. Experience + Qualifications Bachelor's Degree or HS degree required Minimum of 3‑5 years of experience in wholesale operations, supply chain management, or key account management within the consumer goods sector. Direct experience navigating complex vendor portals, routing guides, and EDI integration requirements for Tier 1 retailers is required (preferred experience with retailers like: Target, WholeFoods, Dillards, Dicks Sporting Goods, etc.) Possesses a great work ethic, is professional and reliable Team player who thrives in a fast‑paced environment and can adapt to changing priorities Has a growth‑oriented mindset, is positive, and has a can‑do attitude Strong written communication, empathy, problem‑solving skills, and adept customer experience skills are required Experience working with customer relation management (CRM) and order management systems (NetSuite, Gorgias, Shopify, etc) Basic fluency in Google Workplace (formerly G Suite or Google Suite) Ability to be self‑motivated/starter, multitask, and prioritize tasks as needed Strong attention to detail, effective time management, and ability to adhere to timelines Proven track record of managing large‑scale retail relationships, including direct experience working with 3PLs to resolve complex logistics and fulfillment challenges. Advanced proficiency in ERP systems (e.g., NetSuite) and supply chain analytics; demonstrated ability to utilize data to identify trends and improve operational performance. Proficiency in Microsoft Applications, such as Excel, is a plus 14 paid days off (prorated from hire date) 3 days in office, 2 days remote a week All Federal Holidays off Comprehensive paid medical, dental, and vision benefits for employees and dependents Flexible Spending Accounts (FSAs), and Dependent Care Accounts (DFCA) 401(k) 50% match up to 7% 12 weeks paid maternity leave; 6 weeks paid paternity leave Employee perks and discount program Employee bonus referral program If you are passionate about customer experience and have the skills and experience required for this role, we encourage you to apply and become part of our team! Exact compensation may vary based on skills, experience, and location. For any inquiries regarding legitimate open positions, please refer directly to our official job postings via LinkedIn or email our Human Resources Department at View email address on click.appcast.io #J-18808-Ljbffr BrüMate