Customer Service Manager

At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better.

Overview

The Manager, Customer Service at Crocs Inc. is a key leadership role responsible for leading Customer Operations and Fulfilment across the Asia region. This position drives operational excellence through the continuous improvement of processes, systems, and service delivery, while ensuring exceptional outcomes for Crocs' wholesale partners. The role also contributes to the strategic development of operational capabilities, technology solutions, and scalable processes that support business growth, customer satisfaction, and operational efficiency.

Reporting to the Director, Customer Operations, Asia, this role collaborates with internal and external stakeholders to drive operational excellence, support business growth, and implement continuous process improvements across the region. The Manager, Customer Service is responsible for leading and developing a team of Customer Service Representatives (CSRs), fostering a high-performance culture while ensuring the delivery of exceptional service and customer outcomes.

What You'll Do

• Govern order book management, ensuring order accuracy, timely deliveries, high data integrity, and proactive resolution of supply and fulfilment issues.
• Respond to and proactively resolve customer concerns and escalations, ensuring timely solutions and maintaining high service standards.
• Provide operational and customer support during peak trading periods, ensuring enquiries are addressed promptly while maintaining service quality and team productivity.
• Foster strong cross-functional partnerships to ensure seamless communication, effective issue resolution, and continuous process improvement.
• Conduct performance appraisals, provide ongoing coaching and feedback, identify development opportunities, and support career progression to build a high-performing and engaged workforce.
• Create, maintain, and analyze operational metrics and KPIs to monitor team performance and drive continuous improvement.
• Drive continuous improvement initiatives through the adoption of innovative technologies and data-driven decision-making to enhance operational performance.
• Manage special projects and business initiatives that contribute to the achievement of departmental objectives.
• Provide strategic input into the development and continuous improvement of sustainable and scalable training programs, supporting employee capability development, knowledge retention, and successful new hire onboarding.
• Support recruitment activities, including reviewing applications, screening candidates, and conducting interviews to support workforce planning and team growth.
• Drive digital transformation by increasing B2B portal adoption across non-EDI wholesale accounts.
• Ensure compliance with all company and departmental policies, procedures, and operational standards.
• Provide backup support for peer Managers and the Director as needed, ensuring operational continuity.

What You'll Bring to the Table

• Bachelor’s Degree in Business, Supply Chain, Marketing, or a related field, or equivalent combination of education and relevant experience.
• Minimum 5 years of experience in Customer Service, Order Management, or Customer Operations within the footwear, fashion, or retail industry.
• At least 3 years of proven people leadership experience, including coaching, performance management, and team development.
• Strong understanding of end-to-end order-to-cash processes, including order management, fulfilment, customer compliance requirements, and issue resolution.
• Footwear or fashion industry experience is required, with a solid understanding of seasonal business cycles and wholesale operations.
• Advanced SAP operational knowledge is required, with hands-on experience in order processing, delivery management, and customer master data maintenance.
• Demonstrated ability to drive operational improvements through data analysis, process optimization, and cross-functional collaboration.
• Excellent communication, stakeholder management, and problem-solving skills, with a strong customer-centric mindset and the ability to thrive in a fast-paced environment