Manager, Customer Service

Crocs Inc (Enterprise); Singapore; Hybrid; SGD 70,000 - 90,000; Full time

Job summary

A leading footwear company in Singapore is seeking a Manager, Customer Service to enhance customer service delivery across the Asia region. This leadership role involves collaborating with internal and external stakeholders, overseeing a team of Customer Service Representatives, and ensuring strategic operational effectiveness. Ideal candidates will have over 5 years' experience in customer service within the footwear/fashion industry, alongside fluency in Mandarin and Japanese. This position promotes a flexible work schedule.

Qualifications

• 5+ years in a Customer Service / Order Management role in the footwear/fashion industry.
• Minimum 3 years in a direct people management role.
• Fluency in written and conversational Mandarin and Japanese.

Responsibilities

• Develop and improve Customer Service processes and technologies.
• Collaborate with stakeholders for strategic operational requirements.
• Supervise and motivate a team of Customer Service Representatives.

Skills

Customer Service Management

Leadership

Communication

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