Manager, Customer Service
Broomfield, CO, US, 80021
Overview
The Manager, Global Customer Service will be responsible for supervising the customer service global program and promoting efficient operations. They will identify and eliminate obstacles, supervise the financial performance plan and budget, creating, and strategizing new insights and processes to drive extraordinary customer service. This new teammate must be proficient in vendor management, creating and maintain a strong bond with vendors and driving them for results. The Manager will also build cross functional partnerships with e-Commerce, Finance, IT, software technology partners as well as leadership. They will be strong in solving problems, participating in digital projects that drive revenue and increase the bottom line.
What You'll Do
- Maintain an operationally efficient and service focused environment.
- Resolve customer concerns and/or any escalated issues from CSRs in a timely manner.
- Monitor, Report, and drive operational efficiencies within a global call center environment.
- Liaise between our BPO partners and internal Crocs employees.
- Provide coaching and mentorship to BPO partners with an emphasis on developing a sustainable and scalable global customer service environment.
- Manage special projects or assignments to support department objectives.
- Participate in and drive cross functional meetings.
- Create and maintain weekly metrics to track customer service performance.
- Craft and distribute monthly reporting.
- Present a monthly scorecard on customer operational performance and drive internal improvement initiatives with purpose and vigor.
- Consistently seek ways to improve the customer service experience and service results by identifying and implementing efficiency improvement initiatives.
- Forecast resource needs and make staffing decisions.
- Provide backup and/or represent fellow colleagues and Director as the need arises.
- May be required to perform additional duties and responsibilities as assigned by management.
What You'll Bring to the Table
- 5+ years’ work experience in a direct-to-consumer environment required. Prior exposure to footwear, apparel or hard goods sales is a plus. Preferably in multi-national global companies.
- Supervisory/Management experience with an emphasis on developing talent.
- Excellent communication skills to effectively communicate with customers and colleagues.
- Strong analytical and problem-solving skills to quickly analyze situations and/or reports and provide high-level summaries.
- Demonstrated ability to multi-task and prioritize workload in a fast-paced environment.
- Ability to learn new systems or processes quickly to be an effective independent study as well as patient and impactful coach.
- Commitment to meeting high pressure timelines when necessary.
- Strong accountability to self, team members, and management.
- “Can-do” mentality with strong collaboration skills.
- A sense of pride and ownership in team culture and results.
- Ability to lead by example and create a high-performaning team based on standard processes.
- Excellent delegation and follow-up skills.
- Microsoft Office competent with an emphasis on Excel.
- Prior experience with these systems is a plus:
- SAP Apparel & Footwear Solutions platform
- Salesforce.com Service or Sales Cloud CRM
- Third party vendor DTC platforms
#LI-JS1
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.
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 classification protected by law.
Title: Manager, Customer Service 
Salary or Pay Range: $85,000-$95,000
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
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.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
The application window is 45 days, but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.
Job Category: Corporate
Nearest Major Market: Denver
