Asia Customer Service & Fulfillment Leader

Crocs Inc (Enterprise); Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

Crocs, Inc. is seeking a Manager, Customer Service to lead Customer Operations and Fulfilment across Asia. You will drive operational excellence, implement data-driven improvements, and manage a team of CSRs to deliver exceptional service for Crocs’ wholesale partners.

You will report to the Director, Customer Operations, Asia and collaborate with internal and external stakeholders to scale processes, technology solutions, and training programs that support growth and customer satisfaction.

Qualifications

• Bachelor’s Degree in Business, Supply Chain, Marketing, or related field, or equivalent experience.
• Minimum 5 years in Customer Service, Order Management, or Customer Operations in footwear, fashion, or retail.
• At least 3 years of proven people leadership experience.
• Strong understanding of end-to-end order-to-cash processes including order management and fulfilment.

Responsibilities

• Govern order book management and ensure accuracy, timely deliveries, and data integrity.
• Respond to customer concerns and escalations with timely solutions.
• Provide operational support during peak trading periods while maintaining service quality.
• Foster cross-functional partnerships and drive continuous process improvement.
• Lead performance appraisals, coaching, and development for CS team.
• Create and analyze KPIs to monitor team performance and drive improvements.

Skills

People leadership

SAP expertise

Customer operations

Data analysis

Education

Bachelor's degree in Business/Operations

Tools

SAP ERP

Job description

Crocs, Inc. is seeking a Manager, Customer Service to lead Customer Operations and Fulfilment across Asia. You will drive operational excellence, implement data-driven improvements, and manage a team of CSRs to deliver exceptional service for Crocs’ wholesale partners.

You will report to the Director, Customer Operations, Asia and collaborate with internal and external stakeholders to scale processes, technology solutions, and training programs that support growth and customer satisfaction.