Wholesale Customer Service Administrator

The Company

Founded in 2009 by Audrey McLoghlin, Frank & Eileen set out to reinvent the women's button-up using the finest Italian fabrics often reserved for menswear. Named in honor of Audrey's beloved Irish grandparents, the brand has grown slowly and intentionally into a woman-owned, woman-led leader in sustainability and slow fashion. After seventeen years of steady growth through wholesale partnerships and direct-to-consumer e-commerce, Frank & Eileen recently opened its first US flagship store—an Irish country house on Madison Avenue, NYC. This new chapter continues the brand's legacy of using entrepreneurship as a force for good while delivering generationless style to its beloved community of customers—all from our HQ in sunny California.

The Role

Frank & Eileen is hiring a Wholesale Customer Specialist to run the back office of our wholesale business: getting orders entered, allocated against incoming inventory, approved, paid for and out the door on time, and handling what comes back. This person is the link between our wholesale sales team, our warehouse and our production team, and the go-to for retailer order questions.

The right person is highly organized, detail-obsessed and calm under deadline pressure. They own their queue, flag problems early, and keep sales reps and retail partners informed without being asked. This role reports to the Wholesale Customer Service Lead and works with the wholesale sales team (East and West), warehouse/3PL, production and planning, finance, and e-commerce.

Responsibilities

Order entry and management

• Enter wholesale orders for major retailers, distributors and specialty accounts in Full Circle
• Process order change requests from sales reps, including shortages, extensions, cancellations and special instructions
• Monitor cancel dates on open orders so goods ship inside the ship window; flag at-risk orders to reps early

Order release and shipping

• Release wholesale orders to the warehouse via ERP, including orders with special instructions from sales reps
• Monitor the daily wholesale pick report so orders ship within 72 hours of release
• Send order confirmations, invoices and tracking to customers and reps

Inventory and allocation

• Monitor incoming production and factory receipts against open wholesale orders, and flag shorts or late arrivals
• Allocate available and newly received inventory to wholesale orders by ship window, cancel date and account priority
• Re-allocate when production arrives short or late, and work with sales reps on substitutions, partial shipments, extensions or cancellations
• Track open orders against inventory on hand and on order, and keep reps updated on what will ship and when
• Partner with production and planning on delivery timing so allocation decisions reflect the latest receiving dates

Payments and house receivables

• Contact credit card for approval before releasing shipments
• Pre-authorize, capture and post credit card payments
• Notify sales reps of delinquent accounts and send the weekly hold report

Returns

• Process return requests from stores: review against policy, issue return authorizations (RAs), and coordinate receipt with the warehouse
• Issue credit memos once returns are received and inspected

Cross-functional support

• Sales team: first stop for customer order questions; set up new accounts and maintain customer records in Full Circle
• Warehouse: resolve shipping holds, discrepancies and special handling; confirm returns received
• Production and planning: track late or short deliveries and update reps on how open orders are affected

Who You Are

• 5 years in wholesale customer service, order management or sales support, ideally at an apparel or fashion brand
• Experience with department store, specialty and dropship accounts
• Hands-on ERP experience (Full Circle a plus) and familiarity with B2B ordering platforms such as JOOR or NuORDER
• Intermediate Excel: lookups, pivot tables, filters
• Experience allocating inventory to orders or working from open-order and receiving reports
• Comfortable processing card payments and handling confidential customer payment information with discretion
• Exceptional attention to detail; catches the error before it ships
• Clear, warm written and verbal communication with reps, retail partners and internal teams
• Organizes and reprioritizes a high-volume queue against ship-window deadlines
• Works independently, follows through, and raises problems early

Compensation

Hourly rate of $25-$30

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. 

Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations.