Note: The job is a remote job and is open to candidates in USA. Crocs, Inc. is a company that values individuality and creativity in the workplace. They are seeking a Wholesale Customer Service Supervisor who will manage the order book and lead a team of customer service representatives to enhance customer experiences and drive revenue within the wholesale channel.
Responsibilities
- 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
Skills
- 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
Benefits
- 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.
- 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.
Company Overview