Manager, Customer Service

Crocs, Inc.; Singapore; Hybrid; SGD 20,000 - 60,000; Full time

Job summary

A global footwear company is seeking a Manager, Customer Service in Singapore. This role requires a minimum of 5 years of experience in customer service within the footwear or fashion industry and at least 3 years in people management. The ideal candidate will be fluent in both Mandarin and Japanese to handle diverse stakeholders across Asia. Competitive and flexible work environment with in-office requirements based on persona alignment.

Qualifications

• 5+ years in a Customer Service / Order Management role in footwear/fashion industry.
• Minimum 3 years in a direct people management role.
• Experience in footwear/fashion industry is a must.

Responsibilities

• Develop and continuously improve customer service delivery.
• Supervise and train a team of Customer Service Representatives.
• Collaborate with internal and external stakeholders.

Skills

Customer Service Management

Team Leadership

Analytical Skills

Fluency in Mandarin

Fluency in Japanese

Education

Bachelor’s Degree in business or related field

Job description

At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better.

Overview

The Manager, Customer Service for Crocs Inc. 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).

What You’ll Do

The Manager, Customer Service for Crocs Inc. 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).

What You’ll Bring to the Table

• Bachelor’s Degree in business, marketing or related field – or equivalent years of relevant and related experience
• 5+ years in a Customer Service / Order Management role in footwear/fashion industry with minimum 3 years in a direct people management role
• Footwear/fashion industry experience is a must
• Fluency in written and conversational Mandarin and Japanese will be considered favourably to manage team, stakeholders and customers in China and Japan

The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other protected classification.

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 Collaborator persona.

Job Category: Corporate