Manager, Customer Fulfillment & Operations

Crocs, Inc. (NASDAQ: CROX) is a world leader in innovative casual footwear for men, women and children. The company offers several distinct shoe collections with more than 300 four-season footwear styles. All Crocs shoes feature Croslite material, a proprietary, revolutionary technology that gives each pair of shoes the soft, comfortable, lightweight, non-marking and odor-resistant qualities that Crocs wearers know and love. Crocs fans “Get Crocs Inside” every pair of shoes, from the iconic clog to new sneakers, sandals, boots and heels. Since its inception in 2002, Crocs has sold more than 200 million pairs of shoes in more than 90 countries around the world.

Introduction on the role:

Th e Manager, Customer Fulfillment & Operations is responsible for building strategic customer relationships, implementing the company’s strategy, and orchestrating with internal business partners to improve order fulfillment, all while optimizing the balance across service, costs, and cash.

This role oversees the management of the daily activities of the customer fulfillment team. The Manager, Customer Fulfillment & Operations helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional service to the customers.

This role is part of the operations department and will be continuously seeking cross collaboration among teams as well as cost efficiency on the end-to-end execution being always customer centric minded.

What will you do?

• Coach and motivate Key Account Coordinators and Customer Service Representatives to meet KPI targets.

• Identify and implement ways to increase overall team performance and efficiency.

• Administer annual reviews and performance improvement plans.

• Help formulate and implement policies and procedures to drive service-level improvements.

• Assist in establishing performance standards that align with customer expectations.

• Recognize and manage tradeoffs among customer experience and organizational capabilities.

• Proactively identify and resolve issues that may impair the customer fulfillment team’s ability to meet strategic objectives.

• Coach Customer Fulfillment members on how their work is connected to a broader strategic vision.

• Enforce alignment of customer fulfillment activities to strategic objectives and KPIs.

• Communicate with and visit customers regularly to understand their expectations and market conditions, always finding a better way to serve the customer in a more efficient manner.

• Capable of overseeing improvement areas in every process executed by the team and enable them to work in an agile form to execute the analysis and place the right countermeasures.

• Has complete confidence that the order book is accurate or has the right process in place to prevent any human mistake.

• Has an open minded in which the members feel confident in learn and also participate brining initiatives for improvement.

• Represent the voice of the customer internally, and drive customer-centricity across the customer fulfillment team.

• Work with HR to identify ideal candidates to fill customer fulfillment roles, including participation in the interview process.

• Refine and implement new hire training processes to ensure employees are efficiently onboarded.

• Secure the training has been completed and the work is being executed flawless.

• Have a review system for new members of the team for minimum 3 months to secure the knowledge, avoid mistakes and at the same time validate those are the right members.

• Foster ongoing skill and competency development through coaching and training.

• Set clear performance targets for the customer fulfillment team, and drive achievement of these targets through one-on-ones and performance improvement plans.

• Establish reward mechanisms to recognize talent for their contributions to delivering exceptional customer service.

• Drive a culture of continuous improvement among Customer Fulfillment Team members.

• Identify and escalate service and process gaps, recommending solutions to the Customer Fulfillment Director.

• Be well-versed in company objectives and take action to drive achievement of those objectives.

• Have a Continuous improvement mind set and agile execution, capitalizing global colleagues to secure best practices and 0 waste mentality within the team.

• Coach Key Account Coordinators and Customer Service Representatives on the implementation of process improvement initiatives.

• Model adherence to quality, compliance and/or safety requirements, and monitor the team’s adherence to these standards.

• Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.

• Report any quality, safety or compliance incidents to the appropriate individuals, and take immediate corrective action.

Who are you?

This role requires frequent interaction with the members of the customer fulfillment team, including the director, other managers and representatives. Additionally, this role must work with Sales, D&L (including transportation and warehousing), Customer Compliance, Customer Solutions, Finance. Planning and Merchandising to resolve issues and ensure customer expectations are met. Externally, this role serves as the main point of contact for a group of customer accounts, developing strategic relationships through frequent communication and collaboration.

This role requires a bachelor’s degree in supply chain management, logistics, business administration, engineering or a related field. An MBA, master’s degree or equivalent experience in a related field is preferred.

This role requires five to seven years’ experience in customer service and/or order management and three or more years prior supervisory/managerial experience.

The ideal candidate demonstrates the following traits:

• Focuses relentlessly on customers

• Drives for results

• Works well under pressure

The ideal candidate has the following competencies and skills:

Soft Skills:

• Communication skills, including verbal, written and presentation.

• Interpersonal skills, including relationship-building and persuasion

• Analytical and problem-solving skills

• Project management skills, including the ability to prioritize work

• Conflict management skills

• Ability to coach and advise team members providing concrete feedback for improvement path.

Hard Skills:

• Proficiency in relevant software, such as Microsoft Office, SAP, Salesforce and Power BI

• Proven excellent XLS skills

• Proficiency in Lean, Six Sigma or continuous improvement methodologies

• Understanding of financial and business planning

• Understanding of supply chain planning and order management processes

You're hard working and love fast paced, ever-changing landscapes. You’re passionate about building teams and developing and mentoring talent. You’re innovative and can craft the big picture strategy but also enjoy getting tactical to improve a process or result. Partnering with different business teams excites you to be a part of a transformative effort.

What do we offer?

• A job within a unique environment with a 'startup dynamic' under the umbrella of a fast growing and solid global brand;

• 40 hours per week, in-office and remote combined, a fair salary, good pension arrangement and a bonus opportunity;

• Fun workplace, innovating working environment;

• 25 paid holidays;

• 50% discount on the most comfortable shoes in the world;

• A healthy work environment with discount on your gym membership;

• Our great training curriculum with in-person sessions and a global eLearning platform offers you a lot of room for personal growth to get a little bit better every day;

• And so much more!

Sounds pretty amazing right? Well, what are you waiting for?!

We value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.