Customer Service Representative

About the Role The Customer Service Representative is the primary day‑to‑day contact for wholesale partners across the Americas, delivering a premium, consumer‑centric service through accurate order management, proactive communication, and timely issue resolution. What You'll Do

• Serve as the primary point of contact for wholesale customers via phone, email, and digital channels with professionalism and brand alignment.
• Manage the complete wholesale order lifecycle, including accurate order 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. What We're Looking For
• 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 escalate 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. Nice to Have
• Industry experience in footwear, apparel, or consumer goods preferred. Compensation & 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.
• Medical, Dental & Vision packages.
• Employee Assistance Program.
• 401(k) Pre-Tax and Roth Retirement savings plans.
• DM Foundation, supporting and empowering communities.
• Paid volunteer hours.