B2B Customer Experience Manager

Comfrt

Location: United States, United States

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.

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