B2B Customer Experience Manager

Comfrt

3d•Remote

About The Position

Comfrt is seeking a customer-focused, highly organized B2B Customer Experience Manager to own and elevate the end-to-end experience for business customers across bulk purchasing, corporate gifting, and wholesale retail marketplaces. The role is the primary point of contact for business accounts, supporting them from initial inquiry and order placement through fulfillment, delivery, and post-purchase service. It combines customer service, operational execution, relationship management, and cross-functional collaboration to support customer satisfaction, retention, and B2B revenue growth. The manager supports wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace business customers. Responsibilities span account support, order and fulfillment coordination, marketplace support, process improvement, and performance reporting. The role works with internal teams and platform partners to resolve issues, improve workflows, and develop scalable processes as B2B programs grow. The position is fully remote.

Requirements

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 and the ability to build trusted relationships with business customers.
Strong project management and organizational skills, including the ability to manage multiple accounts, orders, and deadlines simultaneously.
Ability to troubleshoot issues, manage escalations, and coordinate solutions across multiple teams.
Proficiency with customer service platforms, order management systems, CRM tools, and spreadsheets.
Proactive, detail-oriented mindset with a strong sense of ownership and accountability.

Nice To Haves

Experience with wholesale marketplaces such as Faire or similar B2B retail platforms.
Experience managing corporate, employee, client, 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.

Responsibilities

Own the end-to-end experience for B2B accounts, including wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace business customers.
Serve as the primary contact for business account inquiries, order updates, product availability, pricing questions, shipping issues, returns, and escalations.
Build customer relationships through proactive communication, responsive service, and problem-solving; provide personalized solutions that encourage repeat business and account retention.
Establish consistent service standards and communication workflows across B2B customer touchpoints.
Manage the experience for wholesale, bulk, and corporate gifting programs from inquiries and quote coordination through fulfillment and delivery.
Coordinate large-volume, gifting, recurring, special-request, and time-sensitive orders.
Work with Operations, Inventory, and Finance to confirm product availability, order accuracy, delivery timelines, and customer requirements.
Support custom orders, gifting configurations, packaging requirements, gift messages, and other applicable program needs.
Monitor order progress and communicate potential delays, inventory constraints, or fulfillment challenges proactively.
Identify opportunities to improve program workflows, increase repeat purchases, and strengthen the B2B offering.
Support business accounts purchasing through wholesale retail marketplaces and other B2B ordering platforms.
Manage marketplace inquiries, order modifications, cancellations, shipment tracking, delivery exceptions, returns, and claims.
Ensure marketplace orders and communications meet platform policies, service-level agreements, and operational requirements.
Identify recurring marketplace challenges and coordinate resolutions with internal teams and platform partners.
Maintain accurate customer, order, and case documentation.
Oversee the B2B order lifecycle, ensuring accuracy and visibility from order submission through shipment and delivery.
Partner with E-commerce, Operations, Finance, and Customer Experience teams 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 escalation processes for high-priority orders, fulfillment exceptions, and customer-impacting issues.
Identify operational bottlenecks and recommend improvements that reduce errors and delays and improve customer experience.
Develop and maintain SOPs, FAQs, customer communication templates, and workflows for wholesale, bulk ordering, corporate gifting, and marketplace support.
Track response and 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 improvement opportunities.
Provide regular reporting on B2B customer experience performance, account needs, operational challenges, and program growth opportunities.
Support scalable processes and tools as B2B programs and business account volume grow.