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Account Coordinator India – Customer Fulfillment

Gurgaon, India

Crocs, Inc. (NASDAQ: CROX) is a world leader in innovative casual footwear for men, women and children. The company offers several distinct shoe collections with more than 300 four-season footwear styles. All Crocs™ shoes feature Croslite™ material, a proprietary, revolutionary technology that gives each pair of shoes the soft, comfortable, lightweight, non-marking and odor-resistant qualities that Crocs wearers know and love. Crocs fans “Get Crocs Inside” every pair of shoes, from the iconic clog to new sneakers, sandals, boots and heels. Since its inception in 2002, Crocs has sold more than 200 million pairs of shoes in more than 90 countries around the world. 

Introduction on the role: 

The Account Coordinator (Customer Fulfillment) is responsible for day-to-day order management, including receiving customer orders, cleansing orders, removing order blocks, processing change requests and managing order releases. This role works with business partners in the supply chain and beyond to ensure on-time and complete delivery of goods. The Customer Fulfillment Representative helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service. 

This role is part of the operations department and will be continuously seeking cross collaboration among teams as well as a cost efficiency on the end-to-end execution being always costumer centric minded. 

What will you do? 

Administer day-to-day activities of customer order management, specifically: 

  • Oversee customer orders, including order entry, order status, document creation, stock allocation, order release, shipment tracking, sales recognition, and document management. 
  • Regularly update customers, suppliers and internal stakeholders on order status and any issues. 
  • Handle customer inquiries, process returns, and resolve customer issues promptly. 
  • Use root-cause analysis to understand key drivers of order failure in support of continuous improvement. 
  • Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action. 

Display a customer-centric attitude and maintain strong customer relationships, specifically: 

  • Monitor and improve customer feedback systems. 
  • Understand customer expectations and translate the voice of the customer for internal stakeholders. 
  • Update and maintain presentations used in customer reviews. 
  • Identify and implement ways to better meet customer needs and provide superior customer service. 

Ensure clean and accurate data management and analysis, specifically: 

  • Integrate customer data from various reporting channels as necessary.  
  • Produce and maintain reports presenting and analyzing key performance indicators. 
  • Support the preparation and review of internal and external scorecards. 

 

Drive continuous improvement in customer fulfillment systems and processes, specifically: 

  • Monitor systems and processes to identify opportunities for continuous improvement. 
  • Develop and present recommended improvements to the Customer Fulfillment Team Leader.  

 

Uphold quality, safety and compliance standards, specifically: 

  • Model adherence to quality, compliance and/or safety requirements. 
  • Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so. 
  • Report any quality, safety or compliance incidents to the appropriate individuals and take immediate corrective action. 

 

Who are you? 

This role requires frequent interaction with the members of the customer fulfillment team, including the director, managers, team leaders and other representatives. Additionally, this role communicates regularly with sales, logistics (including transportation and warehousing), accounts receivable and planning to resolve issues and ensure that customer expectations are met. Externally, this role communicates regularly with customers to communicate service updates. 

  • Requires a bachelor’s degree, preferably in supply chain management, logistics, business administration, engineering or a related field. 
  • 2 to 3 years’ experience in supply chain, logistics or a related function and at least one year of customer service experience 
  • Proficiency in relevant software, such as SAP, CRM and Microsoft Office 
  • Experience with Excel at high level (VLOOKUP, Pivots, etc) is a must 
  • Focuses relentlessly on customers, Works well under pressure, Works well in teams, Pays attention to details. 
  • Fluent in English and Hindi (to communicate with Indian customers) 
  • Communication skills, including verbal, written and presentation 
  • Interpersonal skills 
  • Analytical and problem-solving skills, including the ability to conduct a root cause analysis  
  • Project management skills, especially the ability to prioritize work 
  • Ability to multitask 

 

What do we offer? 

  • A job within a unique environment with a 'startup dynamic' under the umbrella of a fast growing and solid global brand. 
  • A fair salary and a bonus opportunity. 
  • Fun workplace, innovating working environment. 
  • Paid holidays. 
  • Discount on the most comfortable shoes in the world. 
  • Our great training curriculum with a global eLearning platform offers you a lot of room for personal growth to get a little bit better every day. 
  • And so much more! 

Sounds pretty amazing right? Well, what are you waiting for?!  

We value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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