Welcome to your next adventure!

As a Wholesale Support Specialist at Orvis, you’ll be at the heart of our mission to deliver world-class customer service to our Dealers and Pro Program Members. You will assist them with everything from product inquiries to repairs and ensure all their needs are met promptly and with care. In this dynamic role, you’ll support our Wholesale Services Supervisor and work with cross-functional teams to help support short- and long-term strategic goals of the company.

Position Interfaces:

This position reports directly to the Wholesale Services & Communication Supervisor.

This position has a key communication role within the company and interfaces daily or routinely with:

• Internal Wholesale Services team
• Shipping & Fulfillment
• Finance & Accounting
• External Sales Representatives
• Independent Dealers, Domestic & International Distributors, National Accounts
• Pro Program Members

Key Performance Metrics:

• Resolving Dealer and Pro requests and orders within a timely manner, including RGMs, credits, repair requests, and special orders.
• Maintaining an elevated customer service level for both internal and external customers.
• Delivering consistently high Monitoring Scores by following best practices.
• Being a strong team player with exceptional attendance and a proactive attitude.

Accountability

• Act as a liaison between Orvis and our Dealers and Pro Program Members, ensuring their needs are met promptly and professionally, while building lasting relationships.
• Provide support with dealer orders, inquiries, credits, and other requests, working with various internal teams to ensure a smooth process.
• Assist with the Orvis Pro Program, helping Pro customers with their orders, account inquiries, and application processing.
• Stay up to date with the latest Orvis products and industry best practices, always maintaining a high standard of service.
• Be a key player in cross-functional collaboration, working with Customer Care, Sales, Finance, and Fulfillment teams to provide top-tier service.
• Actively contribute to training and development, continuously improving both your skills and the overall customer experience.
• Stay committed to our core values, making a positive impact both within the team and on the customer journey.

Skill Set Expectation

• A passion for delivering exceptional customer service with a positive, solution-oriented attitude.
• Strong communication skills (both verbal and written) with the ability to connect with a wide variety of people.
• Ability to multitask, stay organized, and manage time effectively in a fast-paced environment.
• Attention to detail, including good math skills for calculating percentages and averages.
• Proficiency with computer systems, including Microsoft Office (knowledge of I-Series is a plus).
• A proactive mindset, willing to go the extra mile to help customers and improve processes.

Qualifications & Experience:

• Proven track record of excellent customer service.
• Strong understanding of the fly fishing industry and Specialty Independent Retail is a big plus.
• Experience in call centers, wholesale environments, or mail order industries is beneficial.

• Ability to sit for prolonged periods of time

• Ongoing training will be provided to ensure you’re always on top of the latest developments.

Hybrid Position – Preference given to candidates that live near Manchester, VT or Roanoke, VA

About Orvis:

In 1856, Charles Orvis founded the Orvis Company in Manchester, Vermont, offering the finest fly fishing equipment, and priding himself on customer satisfaction and service. Today, along with our world famous fly-fishing gear, Orvis offers distinctive clothing, home furnishings, gifts, and dog products. Each item is rooted in our heritage of authenticity and the outdoors, and is backed with a no-questions-asked guarantee. As the longest-running mail order business in the United States, and with our flagship retail store located in the same Vermont village as the original store since 1856, we offer experience and knowledge that no other retail company can. Each day we strive to apply what we know and learn to bring our customers even better service and products tomorrow.

Orvis is headquartered in beautiful Southwestern Vermont with major operations in Roanoke, Virginia and the U.K. We firmly believe that the only way for Orvis to achieve its vision to be the most respected lifestyle brand in America, is to have a company culture that is supportive and inspiring to the individuals that will get us there.