B2B Customer Service Manager

B2B Customer Service ManagerThe 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.1. B2B Customer Experience OwnershipOwn the end-to-end wholesale client experience post-saleOversee the accurate entry of purchase orders according to customer requirementsManage orders received through EDICommunicate order confirmations, delivery ETAs, and delays to clientsResolve customer issues in a timely mannerEnsure the efficient movement of inventory between distribution centers in France and the U.S.Manage special orders from original placement to final delivery2. Wholesale Purchase Order AdministrationOversee the full B2B order lifecycleMonitor order log and proactively communicate risks to Sales and PlanningOversee and execute EDI transactions for both inbound and outbound shipping confirmation Upload and maintain UPC codes with 3PLCoordinate with Supply Chain, Planning, and Finance to ensure timely execution, clear communication, and proper invoicing of all drop-ship transactions.Create pick tickets for shipmentsPrepare pro-forma and invoices3. Cross-Functional PartnershipPartner with Supply Chain, Planning, Finance, and Wholesale teamsEnsure alignment on shipments, stock availability, and payments4. Returns, Claims & ComplianceOversee the processing of returns, damages, and claimsAlign with Finance on credits and disputesIdentify root causes and implement improvements5. Process & SOP OwnershipBuild and standardize SOPsDrive operational discipline and consistency across accounts6. Process & SOP OwnershipBuild and standardize SOPsDrive operational discipline and consistency across accountsRequired skills:Bachelor's degree in business management5–8+ years in wholesale operations or B2B customer serviceExperience with major wholesale accountsStrong ERP and order lifecycle knowledgeStrong leadership and communication skillsKnowledge in EDILuxury wholesale environment & customer service experienceData applications (Microsoft Office, D365, Power BI)Salary - $100k based on experienceWhat we'll provide you with in return:Base + yearly bonusRobust healthcare offerings: medical, dental, vision, Flexible Spending Accounts, a Health Savings AccountGenerous paid time off policies to include vacation, holiday, personal, floating, and sick days.401K + company matchLife insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Pet benefits, Commuter Transit & Parking.30% retail discount.#IND1