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Customer Service Manager

SUMMARY
The Customer Service Manager will train and mentor a team of customer service representatives (CSRs) responsible for managing business to business relationships with our wholesale clients resulting in high-level customer service. He or she will be accountable for management of the order book to hit monthly and quarterly revenue goals as well as achieving desired customer operational metrics such as on time shipment and fill rate and other KPI's and SLA's. The Wholesale CSR team is responsible for the timely and accurate entry of orders submitted to Crocs either via Electronic Data Interchange (EDI), on a customer facing portal, or via email. Additionally the team maintains up to date customer master records related to address data, pricing and compliance requirements in our enterprise (SAP) and customer relationship management (Salesforce.com) systems. The Manager will provide oversight and coordination of the activities of the assigned team including holding team meetings, creating reports and metrics to measure team and individual performance, serving as a subject matter expert on the systems and processes used to fulfill customer orders, representing the interests of the department throughout the company, liaising with customers and sales representatives, and other responsibilities as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Maintain an operationally efficient and service focused environment
Monitor, report and drive action on the order book to meet customer needs and revenue targets
Resolve customer concerns and/or any escalated issues from CSRs in a timely manner
Liaison for outside sales reps and directors for all service issues
Provide coaching and mentorship to CSRs with an emphasis on developing talent for the organization and helping associates maximize their potential with ongoing developmental feedback.
Manage special projects or assignments in support of meeting department objectives
Participate and drive cross-functional meetings
Create and maintain weekly metrics to track CSR performance
Create and distribute monthly reporting on seasonal pricing programs
Present a monthly scorecard on customer operational performance and drive internal improvement initiatives with purpose and vigor.
Consistently seek ways to improve the customer service experience and service results by identifying and implementing efficiency improvement initiatives.
Forecast resource needs and make hiring decisions.
Provide back up and/or represent fellow Manager(s) and/or Sr. Director as required.
May be required to perform additional duties and responsibilities as assigned by management
ORGANIZATIONAL ALIGNMENT
Reports to the Sr. Director of Business Operations & Customer Engagement
Sits in the Supply Chain organization and advocates the voice of the customer within the company
Fosters close, cooperative relationships with peer leaders, channel management, as well as external and internal partners ( Sales, Customer Compliance, Supply Planning, Distribution, Logistics, Finance, Credit & Collections, HR and IT)
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual should demonstrate high energy levels and a positive attitude as well as an entrepreneurial spirit.
5+ years work experience in a business to business / wholesale environment required. Prior exposure to footwear, apparel or hard goods sales is a plus. Preferably in multi-national global companies.
Supervisory/Management experience with an emphasis on developing talent
Excellent written and oral communication skills to effectively communicate with customers and colleagues
Strong analytical and problem solving skills in order to quickly analyze situations and/or reports and provide high-level summaries
Demonstrated ability to multi-task and prioritize workload in a fast-paced environment
Ability to learn new systems or processes quickly in order to be an effective independent study as well as patient and impactful coach
Commitment to meeting high pressure deadlines when necessary
Strong accountability to self, team members, and management
"Can-do" mentality with a strong sense of teamwork
Strong sense of pride and ownership in team culture and results
Ability to lead by example in order to create a high performance team based on best practices
Excellent delegation and follow up skills
Ability to work above and beyond a full time schedule when necessary to complete assignments (travel 5-10% with occasional international)
Microsoft Office competent with an emphasis on Excel
Prior experience with these systems is a plus:
SAP Apparel & Footwear Solutions platform
Salesforce.com Service or Sales Cloud CRM
Third party vendor B2B platforms
Crocs is an Equal Opportunity Employer committed to a diverse and inclusive work environment.


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