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Wholesale Operations Coordinator

Detroit, MI

ABOUT SHINOLA

At Shinola, we make beautiful, enduring, handcrafted goods that are built to be lived in, worn out, and well-loved.  Our thoughtful craftsmanship, timeless design, and spirited stories inspire our customers to live well, with confidence & joy—in a style that is uniquely their own!  Because we are a growing and evolving company, each employee is a key stakeholder, making decisions every day that directly impact our overall vision and direction. At Shinola, you’ll have the opportunity to make a significant contribution at the start of what we believe will become an iconic American brand.  

ABOUT THE ROLE:

This role acts as the operational backbone between internal teams and wholesale partners, ensuring seamless operations execution, accurate invoicing, and timely payment follow-up. The ideal candidate is detail-oriented, responsive, and thrives in a fast-paced, high-touch environment. This position also supports cross-functional collaboration with accounting, sales, and system implementation teams to streamline operations as we scale.

KEY RESPONSIBILITES

  • Implement agreed upon Retail Compliance strategies for wholesale partners across both brands. 
  • Regulatory oversight-Ensuring all retail compliance per wholesale partner is adhered to
  • Review onboarding new customers routing guides to ensure operational compliance as well as maintain routing guides regularly and communicate any changes that may impact the DC or internal teams' operations
  • SOP creation- Develop and maintain wholesale compliance SOPs for wholesale partner needs such as but not limited to, UPC Price changes, retagging, RFID, packaging and documentation requirements
  • Work with internal teams to ensure EDI and drop ship connectivity and documentation align with partner expectations.
  • Training and Education- providing guidance and training to internal and external teams on wholesale partner requirements and best practices
  • Track wholesale orders from submission through fulfillment and delivery.
  • Confirm that orders are production-ready by verifying required assets (SKUs, PO details, pricing, pre-ship approvals).
  • Monitor production timelines and proactively follow up with internal teams.
  • Release orders to ship when cleared and ensure delivery instructions and packaging guidelines are followed.
  • Act as the main operational contact for wholesale clients for order updates, availability checks, and documentation.
  • Respond to customer emails promptly and professionally.
  • Address and resolve customer concerns or complaints related to orders, products, or delivery issues with care and follow-through.
  • Ensure excellent service by maintaining consistent, courteous, and solutions-oriented communication.
  • Maintain accurate and up-to-date customer records in HubSpot and related systems.
  • Track historical purchase activity and key account notes.
  • Support relationship continuity by logging customer preferences, compliance requirements, and credit terms.
  • Collaborate cross-functionally with production, inventory, and shipping teams to align timelines and order priorities.
  • Support the Wholesale Sales team in fulfilling seasonal orders, capturing account notes, and resolving vendor compliance questions.
  • Proactively flag fulfillment risks, low inventory, or timeline issues and offer resolution strategies.

 QUALIFICATIONS

  • 3-5 years of experience in wholesale operations, logistics, sales support, or customer service (preferably in fashion, jewelry, or consumer goods)
  • Strong organizational skills, attention to detail, and ability to manage deadlines
  • Excellent written and verbal communication skills, with a calm and professional demeanor under pressure
  • Familiarity with accounting or ERP systems such as NetSuite, Avalara, Shopify, and Ship Station a plus
  • Proficiency in Microsoft Excel and/or Google Sheets
  • A proactive, solutions-oriented mindset with the ability to adapt to change and contribute to team growth

Note: This job description is not meant to be all-inclusive.  Employee may be required to perform other duties to meet the ongoing needs of the organization.

Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination.  It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law.  Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.

With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.

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