Customer Service Representative - Wholesale, Specialty

ABOUT US Stio® is an omni-channel mountain brand that designs, develops and sells beautiful, functional, and innovative apparel, footwear and other accessories infused with the soul of the mountain lifestyle. With headquarters in Jackson, Wyoming, Stio draws inspiration from the surrounding Teton Range and offers product via Stio.com, catalog, B2B and its Mountain Studio® retail locations. We live and love mountain life, and as such see ourselves as caretakers of the resources that provide it. We are proud partners of Protect Our Winters and the Conservation Alliance among many other organizations. We have a strong preferred materials platform, use Bluesign® approved textiles wherever possible, audit our supply chains for best practices, and operate our workplaces responsibly. We think that outside is the best side and that you can’t improve on nature. It’s good for mind, body and soul, and it’s our responsibility to help enable access for all people, regardless of race, gender, beliefs, background or ability. We strive for inclusion at Stio and in our local and national communities. YOUR ROLE The Customer Service Representative – Wholesale, Specialty (CSR) is a key player in Stio's growing B2B channel. This person is the primary point of contact for our wholesale accounts — the first line of defense in solving day-to-day needs, maintaining account relationships, and ensuring our partners have everything they need to succeed. Beyond customer service, this role plays a meaningful role in back-end operations: managing the order book, supporting fulfillment, delivering seasonal reporting out of NetSuite, and maintaining assets like UPC lists, imagery, and catalogs. The CSR works closely with Sales, Sales Ops, and our wholesale agency partners. YOUR RESPONSIBILITIES Primary Serve as the primary point of contact for wholesale specialty accounts, managing day-to-day questions, concerns, and relationship maintenance. Manage the full order book: enter seasonal POs and special orders, process pre-season, at-once, and backorders, and ensure accurate fulfillment. Communicate proactively with accounts on order book management — availability, delivery timelines, allocation issues, and swap recommendations. Keep Elastic up-to-date with marketing and sales assets; own the pending fulfillment order pipeline in the CRM platform. Partner with Sales Agencies to ensure wholesale accounts have what they need to drive sell-through. Secondary Manage all returns, exchanges, and warranties for the wholesale channel. Coordinate with NRI warehouse contacts to ensure ordered product arrives at each location on time and in full; attend bi-weekly NRI meetings. Participate in weekly Sales Team meetings with updates on channel business, priorities, and action items. Generate seasonal sales reports for each assigned wholesale partner to support account growth planning. Produce accurate, analytical channel reports from Elastic and seasonal reporting from NetSuite. Own and update SPS reporting and assist with asset creation including UPC lists, imagery, and catalogs. Maintain shared files, sales tools, and product information across systems. Maintain a working knowledge of Stio's full product line from season to season. Work cross-functionally with Planning and Operations on fulfillment and inventory matters. YOUR SKILLS AND EXPERIENCE 1+ year of account management, customer service, or relevant wholesale/retail experience. Excellent organizational and time management skills — you can juggle multiple accounts and competing priorities without dropping the ball. Strong written and verbal communication skills; professional, warm, and solution-oriented. Proficiency in Microsoft Office Suite required; Google Workspace preferred. Demonstrated ability to learn and adopt new systems quickly. Experience with NetSuite, Elastic, or SPS Commerce is a strong plus. Background in wholesale apparel or outdoor industry is preferred but not required. Attention to detail and genuine interest in solving for customer needs. THE FINE PRINT Must be able to work in a stationary position 75%+ of the work day Medical, Dental Vision plans Company Paid Long Term Disability Employee Assistance Programs 401k with Match Generous paid time off policies Gear test, perks and more We provide competitive compensation packages, inclusive of base pay, incentives and benefits. The base salary range for this role is $40,000-$50,000. It would not be typical for someone to be hired at the top end of the range for the role, as actual pay will be determined based on several factors including experience, skills, and qualifications. This job description is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, we reserve the right to revise the job or to require that other or different tasks be performed. Stio is an equal opportunity employer of all qualified individuals, including minorities, BIPOC, LGBTQ+, veterans & individuals with disabilities.