B2B Customer Experience Manager

About Us: Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. Our mission goes beyond clothing — we strive to build a community where everyone feels supported and seen. About the Job: We are looking for a customer-focused, highly organized B2B Customer Experience Manager to own and elevate the end-to-end experience for our business customers across bulk purchasing, corporate gifting, and wholesale retail marketplaces. This role serves as the primary point of contact for business accounts, ensuring a seamless experience from initial inquiry and order placement through fulfillment, delivery, and post-purchase support. The ideal candidate combines exceptional customer service with strong operational execution, relationship management, and cross-functional collaboration to drive customer satisfaction, retention, and B2B revenue growth. Responsibilities: B2B Customer Experience & Account Support - Own the end-to-end customer experience for B2B accounts, including wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace business customers. - Serve as the primary point of contact for business account inquiries, order updates, product availability, pricing questions, shipping issues, returns, and escalations. - Build and maintain strong relationships with business customers through proactive communication, responsive service, and thoughtful problem-solving. - Develop a deep understanding of customer needs and deliver personalized solutions that support repeat business and long-term account retention. - Establish consistent service standards and communication workflows across all B2B customer touchpoints. Wholesale, Bulk Ordering & Corporate Gifting - Manage the customer experience for wholesale, bulk, and corporate gifting programs, from inquiry and quote coordination through order fulfillment and delivery. - Coordinate large-volume orders, gifting projects, recurring orders, special requests, and time-sensitive deliveries. - Partner with Operations, Inventory, and Finance teams to confirm product availability, order accuracy, delivery timelines, and customer requirements. - Support custom order requests, gifting configurations, packaging requirements, gift messages, and other program-specific needs, as applicable. - Monitor order progress and proactively communicate potential delays, inventory constraints, or fulfillment challenges. - Identify opportunities to improve program workflows, increase repeat purchases, and strengthen the overall B2B offering. Wholesale Retail Marketplace Support - Own customer support for business accounts purchasing through wholesale retail marketplaces and other B2B ordering platforms. - Manage marketplace-related inquiries, order modifications, cancellations, shipment tracking, delivery exceptions, returns, and claims. - Ensure orders and customer communications align with marketplace policies, service-level agreements, and operational requirements. - Monitor account and order issues, identify recurring marketplace challenges, and coordinate resolutions with internal teams and platform partners. - Maintain accurate customer, order, and case documentation to ensure visibility and timely follow-through. Order Management & Operational Coordination - Oversee the B2B order lifecycle, ensuring accuracy and visibility from order submission through shipment and delivery. - Partner cross-functionally with E-commerce, Operations, Finance, and Customer Experience to resolve issues and streamline processes. - Support order entry, quote coordination, invoicing questions, payment follow-ups, shipping arrangements, and account-specific requirements, as applicable. - Establish clear escalation processes for high-priority orders, fulfillment exceptions, and customer-impacting issues. - Identify operational bottlenecks and recommend improvements that reduce errors, minimize delays, and improve the customer experience. Process Improvement & Performance Reporting - Develop and maintain SOPs, FAQs, customer communication templates, and workflows for wholesale, bulk ordering, corporate gifting, and marketplace support. - Track key performance indicators, including response times, resolution times, order accuracy, on-time delivery, customer satisfaction, repeat purchase rates, and issue trends. - Analyze customer feedback and support data to identify recurring problems and opportunities for improvement. - Provide regular reporting on B2B customer experience performance, account needs, operational challenges, and program growth opportunities. - Support the development of scalable processes and tools as B2B programs and business account volume grow. Qualifications: - 3–5+ years of experience in customer experience, account management, customer success, wholesale operations, e-commerce operations, or B2B customer support. - Experience supporting business customers, wholesale accounts, bulk orders, corporate gifting programs, or retail marketplace operations. - Strong understanding of order management, inventory coordination, shipping and fulfillment, and post-purchase support. - Excellent written and verbal communication skills, with the ability to build trusted relationships with business customers. - Strong project management and organizational skills, with the ability to manage multiple accounts, orders, and deadlines simultaneously. - Demonstrated ability to troubleshoot issues, manage escalations, and coordinate solutions across multiple teams. - Proficiency with customer service platforms, order management systems, CRM tools, and spreadsheets. - A proactive, detail-oriented mindset with a strong sense of ownership and accountability. Nice to Have: - Experience with wholesale marketplaces such as Faire or similar B2B retail platforms. - Experience managing corporate gifting, employee gifting, client gifting, or seasonal gifting programs. - Familiarity with e-commerce platforms, ERP systems, inventory management tools, and shipping platforms. - Experience building customer support workflows, documenting SOPs, and improving operational processes. - Experience using customer service metrics and order data to drive business decisions. What Success Looks Like in One Year: - B2B customer satisfaction and retention. - Timely response and resolution of business account inquiries. - Order accuracy and on-time fulfillment for wholesale, bulk, and gifting orders. - Successful execution of time-sensitive and high-volume orders. - Reduction in order issues, customer escalations, and preventable fulfillment errors. - Repeat purchase rates and overall business account engagement. - Improved operational efficiency and scalability of B2B customer support processes. Why Join Comfrt? - Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness. - Work in a supportive, creative environment where your ideas and growth are valued. - Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products! - Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment. Comfort is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.