Poncho is a direct-to-consumer outdoor apparel brand based in Austin, TX. Poncho launched in the summer of 2018 with a newly-designed, better-fitting fishing shirt that’s made for the outdoors. We’ve grown dramatically since. Our aim is to build functional clothing that has everything you need, and none of the stuff you don’t. Poncho is also building a community of people who love the outdoors. We’re sharing stories from the field, and most importantly, inspiring a new generation of outdoor enthusiasts to protect the wild places we love. The company is backed by venture
investors and was founded by Clayton Spencer (UT BA, BBA ’03, Stanford MBA ’11).
About the Position This role acts as the backbone between our wholesale retail partners and internal sales, operations, and finance teams. The role is responsible for providing best-in-class service and is critical in maintaining strong retailer relationships and ensuring seamless operational execution across all touchpoints including order processing, fulfillment updates, invoicing, reporting, warranty resolutions, and new partner onboarding.
The ideal candidate is solutions-focused, tech-savvy, detail-oriented, and passionate about delivering thoughtful, high-touch service to each and every wholesale retail partner. This position also supports cross-functional collaboration with accounting, sales, and system implementation to streamline operations as we scale.
Responsibilities As your knowledge of Poncho expands, so will your responsibilities. Here are examples of what your work will look like:
Own day-to-day retailer support
Act as the primary point of contact for wholesale retailer support inquiries
Ensure excellent service by maintaining warm, courteous, and solutions-oriented communication
Address and resolve concerns related to orders, products, delivery, and returns issues with care and follow-through
Monitor product feedback and customer insights, escalating trends to leadership
Lead retailer order operations and fulfillment
Assist retailers with order entry, updates, and cancellations
Coordinate with warehouse and logistics teams to align on timelines and order priorities, and to ensure timely and accurate order fulfillment
Manage payment schedules and invoice inquiries; support credit or payment troubleshooting
Track and respond to warranty claims and service requests professionally and efficiently
Provide shipping status updates, tracking details, and logistics support
Track wholesale orders from submission through fulfillment and delivery
Proactively flag fulfillment risks, low inventory, or timeline issues and offer resolution strategies
Support ongoing sales cycle and growth
Support the in-house sales team with reporting and dealer account management
Maintain accurate and up-to-date dealer records and communication logs in CRM and related systems
Support new account onboarding operations; review and communicate any requirements that may impact current operations or logistics processes
Support ongoing dealer product and systems education
Coordinate online product catalog updates to ensure smooth transitions between seasons
Support preparation and follow-up for trunk shows, roadtrips, and sales virtual appointments
Assist with event coordination, including customer lists, routing, scheduling, and forms
Qualifications
2+ years of experience in wholesale operations, dealer support, sales operations, or customer service
Excellent written and verbal communication skills, with a “customer-first” attitude and mindset
Strong organizational skills, attention to detail, and ability to manage deadlines
Comfort and enthusiasm for working both independently and collaboratively in a fast-paced environment
Proficiency with order management systems, CRM tools, and Google Suite, including Google Sheets for data analysis
Passion for embedding retailer feedback and data into the fabric of the business
Ability to work in person with our small, tight-knit team at our Austin, TX headquarters
Nice to Haves
Experience in the fishing and/or hunting industries
Experience in the apparel industry
Expertise with digital platforms such as NuOrder, Shopify, ShipHero, Loop, and Avalara, and ShipHero
Knowledge of wholesale buying cycles and retail strategies Experience in a rapidly scaling DTC or omnichannel retail environment
Demonstrated passion for the outdoors
Timing and Location We are looking to fill this position ASAP, but can be flexible with the start date. This role will be in-office located at our Poncho headquarters in Austin, TX. Competitive salary and benefits based on experience. Unlimited vacation and flexibility around short term remote work.
If interested, please email your resume and a few sentences about yourself to:
#J-18808-Ljbffr
investors and was founded by Clayton Spencer (UT BA, BBA ’03, Stanford MBA ’11).
About the Position This role acts as the backbone between our wholesale retail partners and internal sales, operations, and finance teams. The role is responsible for providing best-in-class service and is critical in maintaining strong retailer relationships and ensuring seamless operational execution across all touchpoints including order processing, fulfillment updates, invoicing, reporting, warranty resolutions, and new partner onboarding.
The ideal candidate is solutions-focused, tech-savvy, detail-oriented, and passionate about delivering thoughtful, high-touch service to each and every wholesale retail partner. This position also supports cross-functional collaboration with accounting, sales, and system implementation to streamline operations as we scale.
Responsibilities As your knowledge of Poncho expands, so will your responsibilities. Here are examples of what your work will look like:
Own day-to-day retailer support
Act as the primary point of contact for wholesale retailer support inquiries
Ensure excellent service by maintaining warm, courteous, and solutions-oriented communication
Address and resolve concerns related to orders, products, delivery, and returns issues with care and follow-through
Monitor product feedback and customer insights, escalating trends to leadership
Lead retailer order operations and fulfillment
Assist retailers with order entry, updates, and cancellations
Coordinate with warehouse and logistics teams to align on timelines and order priorities, and to ensure timely and accurate order fulfillment
Manage payment schedules and invoice inquiries; support credit or payment troubleshooting
Track and respond to warranty claims and service requests professionally and efficiently
Provide shipping status updates, tracking details, and logistics support
Track wholesale orders from submission through fulfillment and delivery
Proactively flag fulfillment risks, low inventory, or timeline issues and offer resolution strategies
Support ongoing sales cycle and growth
Support the in-house sales team with reporting and dealer account management
Maintain accurate and up-to-date dealer records and communication logs in CRM and related systems
Support new account onboarding operations; review and communicate any requirements that may impact current operations or logistics processes
Support ongoing dealer product and systems education
Coordinate online product catalog updates to ensure smooth transitions between seasons
Support preparation and follow-up for trunk shows, roadtrips, and sales virtual appointments
Assist with event coordination, including customer lists, routing, scheduling, and forms
Qualifications
2+ years of experience in wholesale operations, dealer support, sales operations, or customer service
Excellent written and verbal communication skills, with a “customer-first” attitude and mindset
Strong organizational skills, attention to detail, and ability to manage deadlines
Comfort and enthusiasm for working both independently and collaboratively in a fast-paced environment
Proficiency with order management systems, CRM tools, and Google Suite, including Google Sheets for data analysis
Passion for embedding retailer feedback and data into the fabric of the business
Ability to work in person with our small, tight-knit team at our Austin, TX headquarters
Nice to Haves
Experience in the fishing and/or hunting industries
Experience in the apparel industry
Expertise with digital platforms such as NuOrder, Shopify, ShipHero, Loop, and Avalara, and ShipHero
Knowledge of wholesale buying cycles and retail strategies Experience in a rapidly scaling DTC or omnichannel retail environment
Demonstrated passion for the outdoors
Timing and Location We are looking to fill this position ASAP, but can be flexible with the start date. This role will be in-office located at our Poncho headquarters in Austin, TX. Competitive salary and benefits based on experience. Unlimited vacation and flexibility around short term remote work.
If interested, please email your resume and a few sentences about yourself to:
#J-18808-Ljbffr