<p><strong><u>About Us:<br></u></strong>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. <br><br><span style="text-decoration: underline;"><strong>About the Job:<br></strong></span>We are looking for a customer-focused, highly organized <strong>B2B Customer Experience Manager</strong> to own and elevate the end-to-end experience for our business customers across bulk purchasing, corporate gifting, and wholesale retail marketplaces.</p> <p>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.</p> <p><strong><u>Responsibilities:<br></u></strong></p> <p><strong>B2B Customer Experience & Account Support</strong></p> <ul> <li>Own the end-to-end customer experience for B2B accounts, including wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace business customers.</li> <li>Serve as the primary point of contact for business account inquiries, order updates, product availability, pricing questions, shipping issues, returns, and escalations.</li> <li>Build and maintain strong relationships with business customers through proactive communication, responsive service, and thoughtful problem-solving.</li> <li>Develop a deep understanding of customer needs and deliver personalized solutions that support repeat business and long-term account retention.</li> <li>Establish consistent service standards and communication workflows across all B2B customer touchpoints.</li> </ul> <p><strong>Wholesale, Bulk Ordering & Corporate Gifting</strong></p> <ul> <li>Manage the customer experience for wholesale, bulk, and corporate gifting programs, from inquiry and quote coordination through order fulfillment and delivery.</li> <li>Coordinate large-volume orders, gifting projects, recurring orders, special requests, and time-sensitive deliveries.</li> <li>Partner with Operations, Inventory, and Finance teams to confirm product availability, order accuracy, delivery timelines, and customer requirements.</li> <li>Support custom order requests, gifting configurations, packaging requirements, gift messages, and other program-specific needs, as applicable.</li> <li>Monitor order progress and proactively communicate potential delays, inventory constraints, or fulfillment challenges.</li> <li>Identify opportunities to improve program workflows, increase repeat purchases, and strengthen the overall B2B offering.</li> </ul> <p><strong>Wholesale Retail Marketplace Support</strong></p> <ul> <li>Own customer support for business accounts purchasing through wholesale retail marketplaces and other B2B ordering platforms.</li> <li>Manage marketplace-related inquiries, order modifications, cancellations, shipment tracking, delivery exceptions, returns, and claims.</li> <li>Ensure orders and customer communications align with marketplace policies, service-level agreements, and operational requirements.</li> <li>Monitor account and order issues, identify recurring marketplace challenges, and coordinate resolutions with internal teams and platform partners.</li> <li>Maintain accurate customer, order, and case documentation to ensure visibility and timely follow-through.</li> </ul> <p><strong>Order Management & Operational Coordination</strong></p> <ul> <li>Oversee the B2B order lifecycle, ensuring accuracy and visibility from order submission through shipment and delivery.</li> <li>Partner cross-functionally with E-commerce, Operations, Finance, and Customer Experience to resolve issues and streamline processes.</li> <li>Support order entry, quote coordination, invoicing questions, payment follow-ups, shipping arrangements, and account-specific requirements, as applicable.</li> <li>Establish clear escalation processes for high-priority orders, fulfillment exceptions, and customer-impacting issues.</li> <li>Identify operational bottlenecks and recommend improvements that reduce errors, minimize delays, and improve the customer experience.</li> </ul> <p><strong>Process Improvement & Performance Reporting</strong></p> <ul> <li>Develop and maintain SOPs, FAQs, customer communication templates, and workflows for wholesale, bulk ordering, corporate gifting, and marketplace support.</li> <li>Track key performance indicators, including response times, resolution times, order accuracy, on-time delivery, customer satisfaction, repeat purchase rates, and issue trends.</li> <li>Analyze customer feedback and support data to identify recurring problems and opportunities for improvement.</li> <li>Provide regular reporting on B2B customer experience performance, account needs, operational challenges, and program growth opportunities.</li> <li>Support the development of scalable processes and tools as B2B programs and business account volume grow.</li> </ul> <p><strong><u>Qual