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.

Who You Are

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.

What You'll Do

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

What You Bring

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)

What We Offer

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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Customer Service Manager