Job Description
Job DescriptionDescription
The Sales Operations Manager will be responsible for executing and optimizing all aspects of our wholesale business. This role is central to building strong relationships with retail partners, supporting key accounts, ensuring operational excellence, and managing sales initiatives across multiple platforms. You will work cross-functionally with Operations, Customer Service, Logistics, and Marketing to grow our existing and potential new wholesale channel customers while maintaining our high standards of customer satisfaction and brand integrity.
Key ResponsibilitiesSales Operations & Account Management
- Manage and support wholesale sales pipelines including prospecting, outreach, and relationship management.
- Own order processing from entry to invoicing, including exception handling and coordination with logistics partners.
- Maintain and optimize sales platforms including Faire and our wholesale website.
- Work directly with key accounts and brokers to fulfill orders, manage product details, and troubleshoot issues.
- Execute quarterly KPI reporting and help set/track account-level goals.
Customer Service & Communication
- Lead customer service efforts for wholesale partners, escalating and resolving issues efficiently.
- Conduct regular one-on-ones with the Customer Service Coordinator to align on service goals and performance.
- Respond to rep and retail partner inquiries and ensure timely, accurate follow-up.
Logistics & Compliance
- Coordinate with operations to onboard logistics partners (e.g., Central Transit, ABF, CH Robinson) and resolve ongoing shipping issues and ensure smooth delivery.
- Ensure proper documentation and compliance with regulatory and customer-specific requirements (SPS Commerce, BOLs, labeling).
- Engage with invoicing and order process and troubleshoot discrepancies or rejections in systems such as SPS Commerce.
Marketing & Promotion
- Lead and manage wholesale promotional calendar and work closely with marketing to develop campaign strategies.
- Support the execution of independent retail campaigns and promotions.
- Assist with trade show logistics including planning, shipping, booth setup/breakdown, and on-site support.
Cross-Departmental Collaboration
- Liaise between departments to gather PO information, file disputes, manage item set-up across platforms, and handle special projects (e.g., international expansion, wholesale tech integration).
- Consistently look for process improvement opportunities across the wholesale sales funnel.
Skills, Knowledge and Expertise
- 5+ years in wholesale sales or account management, preferably in a CPG or mission-driven brand.
- Experience working with B2B platforms like Faire and SPS Commerce.
- Familiarity with logistics coordination, trade shows, and independent retail management.
- Strong communication and organizational skills, including creating and presenting sales presentations.
- Proficiency with tools like Microsoft Suite, Shopify, Monday.com, and wholesale order platforms, specifically Netsuite.