Customer Service Representative

Dr. Martens is more than a brand - it's a global icon with over 60 years of attitude, heritage, and cultural impact. We're a thriving, values-driven business powered by diverse thinkers, bold doers, and people who bring their whole selves to work. If you're ready to make your mark, you're in the right place. At DM, our values guide everything we do: Be Yourself, Act Courageously, Show You Care. They're not just words - they are how we turn passion into progress. Customer Service Representative Overview The Customer Service Representative is the primary day‑to‑day contact for wholesale partners across the Americas. The role delivers a premium, consistent, and consumer‑centric service experience through accurate order management, proactive communication, and timely issue resolution. It supports our channel performance by reducing friction in the order lifecycle, strengthening customer relationships, and enabling commercial teams to execute effectively. This role plays a meaningful part in improving customer satisfaction, on‑time delivery, operational efficiency, and repeat business. Core Accountabilities Serve as the primary point of contact for wholesale customers, managing inquiries via phone, email, and digital channels with professionalism and brand alignment. Manage the complete wholesale order lifecycle, including accurate entry, updates, adjustments, and communication of order status. Conduct orderbook analysis using Excel and reporting tools to identify risks, trends, and opportunities for action. Partner closely with Sales, Operations, and Supply Chain teams to support on‑time, in‑full delivery and resolve escalations. Maintain a strong understanding of wholesale account requirements, vendor portals, and system processes. Identify and surface recurring issues or customer pain points to inform process and service improvements. Participate in the adoption of new tools, technology, and process enhancements that elevate customer experience. Ensure all documentation, communication, and data handling follow company standards and compliance requirements. Key Skills & Capabilities 2–3 years of experience in customer service, sales support, or wholesale account coordination; industry experience in footwear, apparel, or consumer goods preferred. Strong analytical capability with proficiency in Excel (pivot tables, data consolidation, reporting) and familiarity with analytics tools such as Power BI. Excellent written and verbal communication skills; able to build rapport, convey information clearly, and collaborate with diverse partners. High attention to detail with strong organizational and multitasking ability; comfortable managing heavy email and phone volume. Problem‑solving mindset with ability to investigate issues, determine solutions, and elevate when required. Team‑oriented approach, demonstrating collaboration, ownership, and accountability. Self‑starter who can work independently while seeking feedback and continuous learning opportunities. Alignment with Dr. Martens’ values: Be Yourself, Act Courageously, Show You Care. Commitment to fostering an inclusive and supportive experience for both customers and colleagues. Benefits Employee discount of 65% off footwear and 50% on accessories Early Friday finish in the summertime Amazing Portland based office & rooftop Hybrid work schedule Affordable & comprehensive Medical, Dental & Vision packages Our Employee Assistance Program – for when times might get tough 401(k) Pre-Tax and Roth Retirement savings plans DM Foundation, supporting and empowering our communities around the world Paid volunteer hours EEO Statement We strive to create an accessible and inclusive application and selection process. We are committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at View email address on click.appcast.io and we will work with you to meet your accessibility needs. At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to authentically speak to our consumers. #J-18808-Ljbffr