Supervisor, Customer Service
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AI Summary
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 Wholesale Customer Service Supervisor is primarily responsible for managing the wholesale channel order book and leading a team of customer service representatives to drive Crocs' success. This role also serves as a key leadership position within the global Customer Service organization. Our Customer Service team is passionate about delivering exceptional customer experiences, improving processes, and fostering a positive team culture in a fast-paced environment. In this role, you will have the opportunity to mentor and develop team members while continuing to strengthen your own leadership skills. Successful supervisors are detail-oriented, balancing day-to-day operational excellence with a broader strategic perspective and a commitment to supporting individual team members. You will collaborate cross-functionally with various business partners and contribute to transformative initiatives across the organization. Your mission will be to improve revenue and profitability within the wholesale channel by effectively managing the order book and enabling faster, more informed business decisions. You will also play an important role in maintaining consistent customer service processes and standards across regions.
What You'll Do
- Lead a team of Customer Service representatives, monitoring their performance to important metrics and supporting their career and personal growth.
- Dedication to develop as a leader – take advantage of mentorship and continuing educational opportunities to grow.
- Oversee designated activities within the department as assigned, such as monitoring critical metrics, coordinating meetings, and taking responsibility for specific systems/processes.
- Collaborate with sales leadership to enhance our partnership and outcomes with wholesale accounts; address advanced inquiries from buyers, account executives, and sales leadership when needed.
- Interview, hire, and onboard new team members – setting up onboarding and training plans to accelerate their successful integration into Crocs.
What You'll Bring to the Table
- Minimum of 3 years’ experience in customer service, preferably in a wholesale/B2B environment.
- Prior management experience is not required, but a demonstrated dedication to career advancement is essential.
- Ability to react and resolve problems with high initiative and a sense of urgency.
- Analytical skills – ability to translate complex data and trends into actionable strategy.
- Adaptability – responds to change with grace and confident leadership.
- Capability to take initiative, work independently, and promote a positive team environment.
- Proven organizational and time management skills.
- Strong communication and presentation skills.
- Occasional travel (<5%) to Crocs fulfillment locations or customer visits is possible.
- Knowledge of SAP or similar enterprise ERP system.
- PowerPoint experience.
- Working knowledge of Salesforce Service Cloud or similar CRM/case management system.
- Proficiency in Excel, including x-lookups, formulas, and pivot tables, is a requirement. You will be encouraged to apply these tools to analyze data, produce reports, and support decision-making processes effectively.
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Title: Supervisor, Customer Service
Salary or Pay Range: $60,000 - $70,000
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
At Crocs, Inc. we believe in the power of a blend of in-person and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. In-office requirements vary by our work personas: Resident (5 days), Collaborator (4 days), Connector (2-3 days), Explorer (fully remote). This role has been aligned to the Explorer persona.
This organization participates in E-Verify.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
The application window is 45 days, but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.
Job Category: Corporate
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