Customer Compliance Analyst

Overview

The Analyst role of Global Fulfillment Compliance will assist the Manager, Global Fulfillment Compliance (GFC) as a subject matter expert for customer compliance globally.

The GFC team focuses on management, administration, coordination, business impact, and communication of wholesale requirements. These responsibilities often involve reviewing and negotiating vendor guides, negotiating and implementing value-added services, analyzing routing directions, and deduction research.

This role will build strong cooperative working relationships with retailers, factories, and internal business partners to support a best-in-class supply chain. This will include responsibility in driving supply chain changes throughout the organization to accommodate customer requests, and the negotiation of customer requests which do not align with Crocs Inc.’s strategic goals. 

To succeed in the role, an applicant must be extremely detailed, comfortable with routinely organizing and processing extensive amounts of new information and have excellent communication and problem solving skills. The applicant must be able to parse and clarify conflicting information on the spot, then respond with both positivity and thoroughness. 

What You'll Do

• Manage end-to-end onboarding process for wholesale retailers. Negotiate complex guides and legal agreements with minimal support from the GFC team. Align to established best practices and work to negotiate acceptable terms with retailers. 
• Understand Crocs Inc. supply chain and develop detailed step by step processes for the distribution centers, factories, and negotiations with retailers. Identify gaps in processes and work with internal and external partners to implement improvements.
• Manage and review new and updated vendor guides, routing guides, and value-added service requirements. Provide detailed feedback on Crocs Inc.’s ability to meet customer needs. Support customer facing conversations, programs, and visits  to position Crocs as a best-in-class partner.
  Review chargeback deductions, identify root cause and promptly implement process improvements. Negotiate exemptions with retailers to avoid deductions while ensuring internal partners are aligned to process changes. Manage vendor portals as needed.
• Support GFC team by continuously improving training materials through open feedback. Work to ensure that training materials are kept updated with clear, concise, detailed, and properly documented procedures. 
• Partner with internal and external technical teams to advise how system changes or implementations will impact customer requirements, including EDI mapping, updates to ERP, WMS, and other tools or process changes. 

What You'll Bring to the Table

• Proficient in Microsoft Suite: Excel, Word, PowerPoint, OneNote and Outlook.  Excel specific experience: Especially common formulas and pivot tables. Can be handed a MS Excel spreadsheet with business context and perform analysis to inform decisions.
• Knowledge of SAP, Salesforce, and Manhattan WM preferred.Comfortable navigating new technology and computer systems on a regular basis.
• Can write and speak clearly and intelligently, and especially able to speak to details with precision. Is comfortable admitting when the answer is not known and will proactively follow up to answer any unknowns. Able to adapt their approach in real-time to ensure a winning outcome, regardless of the situation or dynamic.
• Able to prioritize, take direction and actively seek answers from peers and managers to questions that come up  after initial independent analysis. Contributes opinions and gives feedback after gathering sufficient information.
• Positive mindset that looks to consistently develop skills and identify improvements to own process. Proactively asks for feedback to help polish their work.
• Reviews written guidance and standard practices to analyze then solve problems and make judgments.  Proactively identifies and solves problems without explicit guidance.
• Organized and data-driven thinker able to gather and synthesize large  amounts of data and information then review objectively.