Order Processing Manager - Los Angeles - confidential

    confidential
    confidential Los Angeles

    3 days ago

    Description

    We're looking for a Order Processing Manager to lead and evolve our Wholesale Customer Service function. This role sits at the intersection of sales, operations, logistics, and our retail partners—owning the day-to-day execution that keeps accounts happy, orders clean, and issues resolved before they become problems.

    This is not DTC customer support. This is high-volume, high-expectation wholesale account management.

    What You'll Do

    • Own the end-to-end wholesale customer service experience across key retail partners (Target, Walmart, Amazon wholesale, specialty accounts, and distributors)
    • Order Processing and Item setup inside the Target eco-system (this is a big part of this role and the ideal candidate will have Target experience)
    • Manage and develop a team responsible for:
    • Order entry, EDI accuracy, and order maintenance
    • Chargeback prevention and resolution
    • Fill rate management and OTIF performance
    • Routing guide compliance and retailer-specific requirements
    • Act as the primary operational partner to Sales, Sales Ops, Planning, Logistics, and 3PLs
    • Identify recurring issues (short ships, ASN errors, pricing discrepancies, compliance misses) and drive root-cause fixes
    • Establish and track KPIs including order accuracy, response time, chargebacks, deductions, and account satisfaction
    • Own retailer communication related to order issues, compliance, and exceptions—clear, timely, and professional
    • Create structure where chaos likes to live: SOPs, escalation paths, training materials, and playbooks
    • Partner with leadership on process improvements as we scale (systems, EDI, reporting, automation)
    • Be the calm, capable point person when things go sideways—and help make sure they don't next time

    What You Bring

    • 5+ years of experience in Wholesale Customer Service within apparel, footwear, or consumer goods
    • Hands-on experience working with major big-box retailers and their compliance requirements
    • Strong understanding of:
    • EDI (850/855/856/810)
    • Chargebacks, deductions, and routing guides
    • Wholesale order-to-cash workflows
    • Proven people manager with a track record of building strong, accountable teams
    • Highly organized, detail-oriented, and unflappable under pressure
    • Comfortable navigating cross-functional conversations and holding partners accountable
    • Systems-savvy (ERP, EDI platforms, Excel/Sheets, reporting tools)
    • Clear communicator who knows how to balance firmness with partnership

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