Wholesale Customer Support Representative

At Horizon Hobby, we inspire dreams and help build memories! Our company is the leader in the global Radio Control industry, celebrating 40 years in 2025! We offer tremendous opportunities for growth and development and a full array of benefits including discounts on our products. We are currently hiring for a Wholesale Customer Support Representative!

We are currently hiring for a TWO Wholesale Customer Support Representatives to support Horizon Hobby Retail Partners. This role is a business-to-business (B2B) focused and provides service to authorized wholesale accounts only. This position not does not support direct-to-consumer inquires. The Wholesale Customer Support Representative provides an industry-leading support experience to retail partners via phone and email. The primary objective of this role is to support the operational and service needs of wholesale accounts in a timely, accurate and professional manner.

This is a full-time, on-site position at our Champaign Illinois location. Working hours are Monday-Friday 8am-5pm.

Typical pay for this position is $16hr. The final offer for this position will be based on the unique experience and qualifications of the candidate selected. This position may also be eligible for a bonus not included in the base pay range.

Key Responsibilities

• Serve as a primary point of contact for retail partners, responding to inquiries related to orders, shipping, invoicing, returns and warranty processes.
• Respond to retail partner inquiries within established service-level expectations (phone, email and or digital channels).
• Accurately document all interactions, actions and resolutions within internal systems.
• Collaborate effectively with internal teams (Sales, distribution, Finance, Service and Operations) to resolve retail partner issues.
• Assist in identifying recurring issues, process gaps, or trends impacting retail partners and contribute to continuous improvement efforts.
• Participate in meetings related to wholesale customer service and operational initiatives as required.
• Maintain a high level of organization, attention to detail and time management while handling multiple priorities.
• Perform addition duties or projects as assigned by management.

Role Scope Specifics

• This position supports wholesale retail partners only.
• Interactions are focused on B2B operations.
• This role does not provide direct support to end consumers unless required for third party sales as back-up.

Qualifications

• High school diploma or equivalency
• Preferred knowledge of radio control products
• Preferred prior experience in a B2B wholesale role, with a minimum of six months in a customer service or support role
• Proficiency with computers and standard windows operating systems such as Excel, Word and Outlook. Microsoft teams is a plus
• Experience using CRM or ERP systems such as Salesforce, Oracle or any other similar platform is a plus.
• Strong written and verbale communication skills.
• Ability to interact and work effectively with cross departments.

Benefits and other perks

• Medical, Dental, Vision 
• HSA and FSA options 
• Short-Term and Long-Term Disability Insurance 
• Life Insurance and Supplemental Life Insurance 
• 401(k) with a company match 
• Paid Time Off 
• Paid Holidays 
• Internal Rewards 
• Discounts on Products 
• Additional Coverage such as accident, critical, hospital and pet insurance.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.  

Horizon Hobby is a progressive, innovative company and, as such, is constantly reevaluating and reinventing the processes and procedures associated with each job. The essential duties and responsibilities of this position may change at any time.  In addition, employees may be asked to work on special projects or to assist with other work necessary or important to the operation of Horizon. Your cooperation and assistance in performing such additional work is expected and appreciated.  

Horizon Hobby, LLC is an equal opportunity and E-Verify employer