Customer Service Representative

About Crocs, Inc.

At Crocs, Inc., every role has the potential to make a meaningful difference. The company values unique career journeys and encourages breaking molds to foster better solutions. Positions range from in-store customer engagement to global collaboration at headquarters, and supporting distribution operations.

Job Overview

The Customer Service Representative focuses on handling wholesale orders, ensuring precise and prompt inventory fulfillment, and delivering exceptional support to both internal teams and external clients. This position demands strong communication, operational diligence, and independent management of customer accounts.

Key Responsibilities

• Oversee wholesale order handling including accurate order entry, tracking via EDI and non-EDI systems, processing sales or purchase order adjustments, managing customer-specific pricing, and maintaining new customer address records.
• Track customer order portfolios and critical fulfillment metrics such as daily sales order execution, on-time shipment rates, customer scorecards, purchase order monitoring, and address critical or potentially delayed orders proactively.
• Provide prompt assistance to customers, sales, warehouse, planning teams, vendor compliance, and management concerning order issues, inventory and supply delays, shipping, returns, warranties, markdowns, and added-value requests.
• Identify and resolve operational challenges autonomously by suggesting practical and efficient solutions aligned with company and customer interests.
• Manage drop-ship customer accounts, including item setups, pricing updates, customer communications, cancellation follow-ups, and operating third-party drop-ship platforms when necessary.
• Participate in scheduled and impromptu meetings with customers, sales representatives, vendor compliance, and other internal departments; occasional travel may be needed to meet clients or sales personnel.
• Support routing, logistics, and extensive operational tasks as required by the distribution center.
• Continue professional development through training, accept advanced duties and special projects, and be willing to work beyond usual hours to satisfy business demands.

Required Qualifications

• Significant experience in customer service, preferably within a business-to-business context.
• Strong written and verbal communication capabilities.
• Proficient problem-solving skills backed by thorough research and sound judgment.
• Ability to work independently while fostering a constructive team atmosphere.
• Excellent organizational and time-management skills.
• Proficiency with Microsoft Excel.
• Familiarity with SAP software.
• Fluency in English; additional proficiency in Chinese, Japanese, or Korean is beneficial.

Additional Information

Crocs, Inc. is an Equal Opportunity Employer promoting diversity and inclusion. Employment decisions are made without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other protected classifications.

The company supports a hybrid work model tailored to employee work styles: the Collaborator persona for this role requires four days onsite weekly, blending in-person and remote work to enhance teamwork and creativity.

Job Category

Corporate Customer Support