B2B Customer Service Manager

**About the Brand** Since 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. **Overview** 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. **Key Responsibilities** **B2B Customer Experience Ownership** • Own the end\-to\-end wholesale client experience post\-sale 1. Oversee the accurate entry of purchase orders according to customer requirements 2. 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 1. Oversee and execute EDI transactions for both inbound and outbound shipping confirmation 2. Upload and maintain UPC codes with 3PL 3. Coordinate with Supply Chain, Planning, and Finance to ensure timely execution, clear communication, and proper invoicing of all drop\-ship transactions. 4. Create pick tickets for shipments 5. 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 **Qualifications \& 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