B2B Customer Service Manager

ExtensisHR • Kennesaw, GA

21h • $100,000

About The Position

The B2B Customer Service Manager is responsible for leading all wholesale customer service operations across North America, ensuring a seamless, high-touch experience for key accounts. This role acts as the primary operational partner to Wholesale, owning the end-to-end order experience from confirmation through delivery, while working closely with Supply Chain, Planning, and Finance. The position is client-facing and commercially driven, directly impacting order fulfillment, account satisfaction, and revenue realization .

Requirements

• Bachelor's degree in business management
• 5–8+ years in wholesale operations or B2B customer service
• Experience with major wholesale accounts
• Strong ERP and order lifecycle knowledge
• Strong leadership and communication skills
• Knowledge in EDI
• Luxury wholesale environment & customer service experience
• Data applications (Microsoft Office, D365, Power BI)

Responsibilities

• B2B Customer Experience Ownership
• Own the end-to-end wholesale client experience post-sale
• Oversee the accurate entry of purchase orders according to customer requirements
• Manage orders received through EDI
• Communicate order confirmations, delivery ETAs, and delays to clients
• Resolve Customer issues in a timely manner
• Ensure the efficient movement of inventory between distribution centers in France and the U.S.
• Manage Special Orders from original placement to final delivery
• Wholesale Purchase Order Administration
• Oversee the full B2B order lifecycle
• Monitor order log and proactively communicate risks to Sales and Planning
• Oversee and execute EDI transactions for both inbound and outbound shipping confirmation
• Upload and maintain UPC codes with 3PL
• Coordinate with Supply Chain, Planning, and Finance to ensure timely execution, clear communication, and proper invoicing of all drop-ship transactions.
• Create pick tickets for shipments
• Prepare pro-forma and invoices
• Cross-Functional Partnership
• Partner with Supply Chain, Planning, Finance, and Wholesale teams
• Ensure alignment on shipments, stock availability, and payments
• Returns, Claims & Compliance
• Oversee the processing of returns, damages, and claims
• Align with Finance on credits and disputes
• Identify root causes and implement improvements
• Process & SOP Ownership
• Build and standardize SOPs
• Drive operational discipline and consistency across accounts
• Process & SOP Ownership
• Build and standardize SOPs
• Drive operational discipline and consistency across accounts

Benefits

• Base + Yearly Bonus
• Robust healthcare offerings: medical, dental, vision, Flexible Spending Accounts, a Health Savings Account
• Generous paid time off policies to include vacation, holiday, personal, floating, and sick days.
• 401K + company match
• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Pet benefits, Commuter Transit & Parking.
• 30% retail discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees