Customer Service Representative

About the role

The Customer Service Representative is the primary day‑to‑day contact for Dr. Martens wholesale partners across the Americas. You will deliver a premium, consumer‑centric service experience by managing orders, communicating proactively, and resolving issues quickly.

Key responsibilities

• Serve as the main point of contact for wholesale customers via phone, email and digital channels.
• Manage the full wholesale order lifecycle, including entry, updates, adjustments and status communication.
• Analyze order books using Excel and reporting tools to spot risks, trends and opportunities.
• Collaborate with Sales, Operations and Supply Chain to ensure on‑time, in‑full delivery and handle escalations.
• Maintain knowledge of wholesale account requirements, vendor portals and internal systems.
• Identify recurring issues and suggest process improvements.
• Participate in the rollout of new tools and technology that enhance the customer experience.

Required profile

• 2–3 years of experience in customer service, sales support or wholesale account coordination.
• Experience in footwear, apparel or consumer‑goods industries is a plus.
• Strong analytical mindset with high attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage high email and phone volumes while multitasking.
• Problem‑solving orientation and a collaborative, team‑focused attitude.

Required skills

• Excel (pivot tables, data consolidation, reporting)
• Power BI or similar analytics tools