B2B Customer Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the comprehensive customer experience for B2B accounts, which include wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace business customers.

• Act as the main point of contact for business account inquiries, including order updates, product availability, pricing inquiries, shipping concerns, returns, and escalations.

• Cultivate and sustain relationships with business customers through proactive communication and effective problem-solving.

• Oversee wholesale, bulk, and corporate gifting programs, from the initial inquiry and quote coordination to fulfillment and delivery.

• Organize large-volume orders, gifting projects, recurring orders, special requests, and urgent deliveries.

• Collaborate with Operations, Inventory, Finance, E-commerce, and Customer Experience teams to address issues and enhance processes.

• Assist with custom orders, gifting configurations, packaging requirements, gift messages, invoicing inquiries, payment follow-ups, and shipping arrangements.

• Provide support for wholesale retail marketplaces and B2B ordering platforms, including modifications, cancellations, tracking, exceptions, returns, and claims.

• Supervise the B2B order lifecycle and set up escalation processes for high-priority orders and fulfillment exceptions.

• Create SOPs, FAQs, communication templates, and workflows.

• Monitor KPIs such as response times, resolution times, order accuracy, on-time delivery, customer satisfaction, repeat purchases, and issue trends.

• Evaluate feedback and support data, providing reports on B2B customer experience performance, account needs, operational challenges, and growth opportunities.

⛳️ Requirements

• 3–5+ years of experience in customer experience, account management, customer success, wholesale operations, e-commerce operations, or B2B customer support.

• Experience in supporting business customers, wholesale accounts, bulk orders, corporate gifting programs, or retail marketplace operations.

• Strong comprehension of order management, inventory coordination, shipping and fulfillment, and post-purchase support.

• Exceptional written and verbal communication skills.

• Strong project management and organizational capabilities.

• Ability to handle multiple accounts, orders, and deadlines concurrently.

• Competence in troubleshooting issues, managing escalations, and coordinating solutions across various teams.

• Proficiency with customer service platforms, order management systems, CRM tools, and spreadsheets.

• Proactive, detail-oriented approach with a strong sense of ownership and accountability.

🏝️ Benefits

• Generous paid time off.

• Company-covered health insurance.

• 5% 401k match.

• Discounts on all Comfrt products.

• Fully remote work environment.

• Supportive, creative atmosphere where ideas and growth are appreciated.