Wholesale Customer Support Lead

Yonex is a global sporting goods brand rooted in Japanese craftsmanship and innovation. Founded in 1946 as a small woodworking shop in Niigata, Japan, Yonex has grown into a global brand dedicated to helping athletes at every level perform at their best. Today, Yonex offers high-performance equipment, apparel, footwear, and accessories designed to elevate the sporting experience. 

We believe sports unites people and builds a sense of community.

Headquartered in Tokyo, Yonex continues to combine craftsmanship with innovative technology to serve athletes around the world. Guided by our mission to bring the world together by deepening people’s connection to sport and to each other, Yonex is committed to crafting a better future through unique innovations. Watch our story here.

Find us at us.yonex.com or follow us @yonex_usa.

Yonex USA is looking for a dependable, responsible Wholesale Customer Support Lead with a proven track record of taking ownership of critical tasks, working efficiently under pressure, and maintaining a thorough, precise approach to data accuracy and issue resolution.

As Wholesale Customer Support Lead, you will serve as the primary escalation point for complex order lifecycles, account reconciliation, and cross-department issues. You will act as a bridge between the B2B support agents, the outside sales team, and our warehouse staff. This role is central to our goal to elevate sport through communities, players, and teams by anchoring our B2B customer operations in proactive, organized excellence.

This role is in office Monday - Friday.

You will be accountable for:

• Team Leadership & Escalations: Act as the first point of contact for our B2B Wholesale Support Team on complex inquiries. Handle high-priority or sensitive wholesale accounts, and manage escalations via phone, email, and Zendesk.
• Workflow Coordination & ERP Oversight: Oversee the daily distribution and processing of high-volume wholesale orders in Infor SX.e, as well as the completion of all B2B and Accounting tickets assigned to the team in Zendesk by the end of each workday. Identify and help resolve order processing pain points, ensure standard operating procedures are followed, and monitor order tracking from entry to final delivery.
• Advanced Reconciliations & Quality Audits: Oversee complex financial corrections, including auditing and approving high-value account credits, complicated billing discrepancies, price overrides, and order reconciliations.
• Logistics & Fulfillment Optimization: Serve as the primary liaison between B2B Support Operations and the warehouse leadership team. Partner with distribution to streamline and improve fulfillment speed and accuracy.
• Process Improvement & Returns (GM) Ownership: Monitor the end-to-end GM and warranty claim pipelines to reduce resolution times, address delays quickly, and confirm follow-ups and communication are completed accurately. Identify recurring issues and recommend process improvements.
• Onboarding & Training: Support the Customer Service Manager in creating and updating training documentation and SOPs, conducting system onboarding for new hires, and ensuring the team maintains premium B2B service standards.

What you have:

• 4+ years of customer service, sales support, or order management experience, preferably in a high-volume B2B wholesale environment, with at least 1 year in a senior, lead, or coordinator role.
• Experience with Infor SX.e (or a similar enterprise ERP system) and Zendesk is highly preferred. Familiarity with Shopify or e-commerce integrations is a strong plus.
• Proven experience with business account reconciliation, processing complex credits, managing return and warranty pipelines, and resolving billing discrepancies.
• Outstanding verbal and written communication skills, with a demonstrated ability to collaborate effectively with outside sales representatives, accounting, and warehouse operations.
• Exceptional conflict-resolution skills and a sharp eye for detail and transaction accuracy, even under tight deadlines.
• Low ego, high ownership, high accountability, a proactive approach to getting things done, and a desire to be part of a company dedicated to building something better.

Equal Employment Opportunities Statement:

Yonex USA is an equal opportunity employer.  Applicants for all job openings are welcome and will be considered without regard to race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, or any other basis protected by state, federal, or local law. It is the intent of the Company to comply with all applicable federal, state, and local legislation concerning equal opportunity in employment.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Agency Disclosure:

If the Yonex USA Talent Acquisition team, or any current company employee, receives an unsolicited resume from a third party recruiting agency and Yonex USA does not have a signed Agency Agreement active, Yonex USA will not be deemed liable to pay a placement fee. The unsolicited resume will be considered a gift and can be considered for our recruitment efforts.