B2B Customer Experience Manager
Comfrt · 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.