Manager, Customer Service

Crocs, Inc.; Singapore; Hybrid; SGD 70,000 - 90,000; Full time

Job summary

A leading footwear company in Singapore is seeking a Manager, Customer Service. This role involves leading the development of Customer Service strategies, managing a team of representatives, and collaborating with stakeholders across the Asia region. The ideal candidate has 5+ years in customer service within the footwear/fashion industry and fluency in Mandarin and Japanese is preferred. This position offers a flexible work schedule aligned with the Collaborator persona.

Benefits

Flexible work schedule

Qualifications

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

Responsibilities

• Develop and deliver Customer Service strategies.
• Motivate, train, and supervise a team of Customer Service Representatives.
• Collaborate with internal and external stakeholders.

Skills

Leadership

Customer Service Management

Fluency in Mandarin

Fluency in Japanese

Education

Bachelor’s Degree in business or marketing

Job description

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