B2B Customer Service Manager

Christofle is a French goldsmith house that embodies and celebrates tradition and the French art of living. Since 1830, Christofle has constantly reinvented itself by giving relief to the most beautiful tables around the world, by bringing an extra touch of soul to cutlery, decorative objects, jewelry, and other exceptional accessories. Maison Christofle uses entirely handmade manufacturing. In addition to Studio Christofle creations, the Maison collaborates with the leading designers of the day to create ambitious, contemporary pieces produced in its workshop. Christofle is the absolute reference throughout the world, between heritage and modernity, for what remains as complex as it is universal: l’art sur la table.

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.

1. 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

2. 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

3. Cross-Functional Partnership

• Partner with Supply Chain, Planning, Finance, and Wholesale teams
• Ensure alignment on shipments, stock availability, and payments

4. Returns, Claims & Compliance

• Oversee the processing of returns, damages, and claims
• Align with Finance on credits and disputes
• Identify root causes and implement improvements

5. Process & SOP Ownership

• Build and standardize SOPs
• Drive operational discipline and consistency across accounts

6. Process & SOP Ownership

• Build and standardize SOPs
• Drive operational discipline and consistency across accounts

Required skills:

• 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) 

Salary- $100k based on experience

WHAT WE’LL PROVIDE YOU WITH IN RETURN:

• 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.

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