Manager, Customer Service (Order Fulfilment)

Job Summary

he Manager, Customer Service, is a key leadership role responsible for the development, continuous improvement and delivery of Customer Service and the participation in strategic development of operational requirements, and process and technology; as well as to deliver key service outcomes for partners in the Crocs business-to-business environment across the Asia region.

Reporting to the Director, Customer Service, Asia, this role works closely with internal and external stakeholders to ensure the appropriate objectives and priorities are enabled and activated within the organization to support business development and process improvement, and will provide motivation, training and supervision to a team of Customer Service Representatives (CSRs).

Job Description

• Order book management – timely and accurate delivery, and maintenance to ensure high quality data integrity
• Respond and take action to customer concerns and/or escalations
• Assist team as needed during peak seasons by responding to customer
• Maintain to nurture an efficient and effective service friendly environment, supporting both external partners, and internal cross-functional relations
• Performance appraisal in people management
• Manage special projects or assignments in support of meeting department objectives
• Create and maintain weekly metrics to track CSR performance
• Provide quality input towards sustainable and scalable training programs for current organization and new hire onboarding
• Recruitment – review, screen and interview CSR potential candidates
• Drive adoption of the B2B portal with all non-EDI wholesale accounts
• Practice and ensure compliance with all company and department policies and procedures
• Provide back-up for peer department Manager, and Director, as needed

Job Requirement

• Bachelor's degree or 4+ years related experience and/or training; or equivalent combination of education and experience.
• 6+ years in related supply chain management field
• Well versed in MS office, SAP
• Demonstrated ability to analyze and solve problems of varied scope; must be able to act decisively in implementing solutions across the cross-functional teams
• Strong organizational skills for planning work and continuously monitoring progress towards goals
• Demonstrated ability to multi-task in a surrounding of continual change; ability to respond flexibly in a quickly changing environment
• Strong communication skills (both oral and written) for effective management of cross-functional teams
• Demonstrated ability to empower and develop a team of highly motivated individuals
• Demonstrated ability to collaborate as a member of a team and leader
• Demonstrated ability to be flexible, execute plans, strategies and achieve desired results
• Outstanding leadership, interpersonal and communication skills
• Superior organizational skills, SAP system and capability knowledge
• Ability to anticipate and solve problems, act decisively and persist in the face of obstacles
• Commitment to exemplifying the highest integrity and professional business standards
• Drive achievement of inventory levels based on financial plans
• Excellent communication and management skills; must possess ability to persuade, influence and build consensus among all parties
• Occasional travel in the region and globally