Manager, Customer Service

Crocs; Singapore; Hybrid; SGD 120,000 - 170,000; Full time

Job summary

Crocs, Inc. seeks a Senior Customer Operations professional to lead order management, ensure data integrity, and resolve escalations with speed and care. You will drive cross‑functional collaboration, coach teams, and monitor KPIs to lift performance across the operation.

The role emphasizes SAP proficiency, end‑to‑end order‑to‑cash mastery, and wholesale account support, including B2B portal adoption. A hybrid schedule with in‑office collaboration is expected.

Qualifications

• Bachelor’s Degree in Business, Supply Chain, Marketing, or related field.
• Minimum 5 years of experience in Customer Service, Order Management, or Customer Operations within footwear, fashion, or retail.
• At least 3 years of proven people leadership experience, including coaching and performance management.
• Strong understanding of end-to-end order-to-cash processes and issue resolution.
• Footwear or fashion industry experience is required with wholesale operations knowledge.
• Advanced SAP operational knowledge with order processing and delivery management.
• Proven ability to drive operational improvements through data analysis and cross-functional collaboration.
• Excellent communication, stakeholder management, and customer-centric mindset.

Responsibilities

• Govern order book management, ensuring order accuracy and timely deliveries.
• Respond to customer concerns and escalations with timely solutions.
• Provide support during peak trading periods, maintaining service quality.
• Foster cross-functional partnerships for seamless communication and process improvement.
• Conduct performance appraisals, coach, and support career progression.
• Create and analyze operational KPIs to drive performance.
• Drive digital transformation and adoption of B2B portals for wholesale accounts.
• Support recruitment activities and workforce planning.

Skills

Order management

SAP

People leadership

Data analysis

Customer service

Education

Bachelor's degree in Business

Tools

SAP

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.

What You'll Do

• 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.

What You'll Bring to the Table

• Bachelor’s Degree in Business, Supply Chain, Marketing, or a related field, or equivalent combination of education and relevant experience.
• Minimum 5 years of experience in Customer Service, Order Management, or Customer Operations within the footwear, fashion, or retail industry.
• At least 3 years of proven people leadership experience, including coaching, performance management, and team development.
• Strong understanding of end-to-end order-to-cash processes, including order management, fulfilment, customer compliance requirements, and issue resolution.
• Footwear or fashion industry experience is required, with a solid understanding of seasonal business cycles and wholesale operations.
• Advanced SAP operational knowledge is required, with hands-on experience in order processing, delivery management, and customer master data maintenance.
• Demonstrated ability to drive operational improvements through data analysis, process optimization, and cross-functional collaboration.
• Excellent communication, stakeholder management, and problem-solving skills, with a strong customer-centric mindset and the ability to thrive in a fast-paced environment

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.