Asia Customer Service & Operations Leader

Crocs, Inc.; Singapore; On-site; SGD 110,000 - 150,000; 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, coach a CSR team, and partner with wholesale partners to ensure accurate orders, timely deliveries, and high service standards.

The role emphasizes data-driven improvements, cross-functional collaboration, and scalable processes to support growth. The ideal candidate will have a university degree and 5+ years in customer operations with SAP experience,

Qualifications

• Minimum 5 years in Customer Service, Order Management, or Customer Operations within footwear, fashion, or retail.

Responsibilities

• Govern order book management, ensuring order accuracy, timely deliveries, high data integrity, and proactive resolution of supply and fulfilment issues.
• Respond to and proactively resolve customer concerns and escalations, ensuring timely solutions and maintaining high service standards.
• Provide operational and customer support during peak trading periods, ensuring enquiries are addressed promptly while maintaining service quality and team productivity.
• Foster strong cross-functional partnerships to ensure seamless communication, effective issue resolution, and continuous process improvement.
• Conduct performance appraisals, provide ongoing coaching and feedback, identify development opportunities, and support career progression to build a high-performing and engaged workforce.
• Create, maintain, and analyze operational metrics and KPIs to monitor team performance and drive continuous improvement.
• Drive continuous improvement initiatives through the adoption of innovative technologies and data-driven decision-making to enhance operational performance.
• Manage special projects and business initiatives that contribute to the achievement of departmental objectives.
• Provide strategic input into the development and continuous improvement of sustainable and scalable training programs, supporting employee capability development, knowledge retention, and successful new hire onboarding.
• Support recruitment activities, including reviewing applications, screening candidates, and conducting interviews to support workforce planning and team growth.
• Drive digital transformation by increasing B2B portal adoption across non-EDI wholesale accounts.
• Ensure compliance with all company and departmental policies, procedures, and operational standards.
• Provide backup support for peer Managers and the Director as needed, ensuring operational continuity.

Skills

People leadership

Order management

Data analysis

Communication

Stakeholder management

Customer service

End-to-end O2C

Cross-functional collaboration

Education

Bachelor’s degree in Business, Supply Chain, Marketing or related field

Tools

SAP

Job description

Crocs, Inc. is seeking a Manager, Customer Service to lead Customer Operations and Fulfilment across Asia. You will drive operational excellence, coach a CSR team, and partner with wholesale partners to ensure accurate orders, timely deliveries, and high service standards.

The role emphasizes data-driven improvements, cross-functional collaboration, and scalable processes to support growth. The ideal candidate will have a university degree and 5+ years in customer operations with SAP experience,