B2B Customer Service Manager

About the BrandSince 1830, Christofle creates with elegance and know-how an exceptional table art, refined jewelry, and home accessories. Maison Christofle uses entirely handmade manufacturing. The precious trades of spinning, embossing, carving, engraving, perpetuated by its craftsmen immortalize the qualities of elegance and excellence. It is this irreplaceable expertise perpetuated by highly qualified craftsmen transmitted from teacher to student that constitutes the living heritage of Christofle. OverviewThe 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.Key ResponsibilitiesB2B Customer Experience Ownership• Own the end-to-end wholesale client experience post-saleOversee the accurate entry of purchase orders according to customer requirementsManage 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 deliveryWholesale Purchase Order Administration• Oversee the full B2B order lifecycle• Monitor order log and proactively communicate risks to Sales and PlanningOversee and execute EDI transactions for both inbound and outbound shipping confirmationUpload 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 invoicesCross-Functional Partnership• Partner with Supply Chain, Planning, Finance, and Wholesale teams• Ensure alignment on shipments, stock availability, and paymentsReturns, Claims & Compliance• Oversee the processing of returns, damages, and claims• Align with Finance on credits and disputes• Identify root causes and implement improvementsProcess & SOP Ownership• Build and standardize SOPs• Drive operational discipline and consistency across accountsQualifications & Skills• Bachelor's degree in business, or related fields• 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• Strong experience managing EDI-based order processing

Apply Now