Supervisor, Customer Operations
About The Position
The Wholesale Customer Service Supervisor is primarily responsible for managing the wholesale channel order book and leading a team of customer service representatives to drive Crocs' success. This role also serves as a key leadership position within the global Customer Service organization. Our Customer Service team is passionate about delivering exceptional customer experiences, improving processes, and fostering a positive team culture in a fast-paced environment. In this role, you will have the opportunity to mentor and develop team members while continuing to strengthen your own leadership skills. Successful supervisors are detail-oriented, balancing day-to-day operational excellence with a broader strategic perspective and a commitment to supporting individual team members. You will collaborate cross-functionally with various business partners and contribute to transformative initiatives across the organization. Your mission will be to improve revenue and profitability within the wholesale channel by effectively managing the order book and enabling faster, more informed business decisions. You will also play an important role in maintaining consistent customer service processes and standards across regions.
Requirements
- Minimum of 3 years’ experience in customer service, preferably in a wholesale/B2B environment.
- Prior management experience is not required, but a demonstrated dedication to career advancement is essential.
- Ability to react and resolve problems with high initiative and a sense of urgency.
- Analytical skills – ability to translate complex data and trends into actionable strategy.
- Adaptability – responds to change with grace and confident leadership.
- Capability to take initiative, work independently, and promote a positive team environment.
- Proven organizational and time management skills.
- Strong communication and presentation skills.
- Knowledge of SAP or similar enterprise ERP system.
- PowerPoint experience.
- Working knowledge of Salesforce Service Cloud or similar CRM/case management system.
- Proficiency in Excel, including x-lookups, formulas, and pivot tables, is a requirement. You will be encouraged to apply these tools to analyze data, produce reports, and support decision-making processes effectively.
Nice To Haves
- Occasional travel (<5%) to Crocs fulfillment locations or customer visits is possible.
Responsibilities
- Lead a team of Customer Service representatives, monitoring their performance to important metrics and supporting their career and personal growth.
- Oversee designated activities within the department as assigned, such as monitoring critical metrics, coordinating meetings, and taking responsibility for specific systems/processes.
- Collaborate with sales leadership to enhance our partnership and outcomes with wholesale accounts; address advanced inquiries from buyers, account executives, and sales leadership when needed.
- Interview, hire, and onboard new team members – setting up onboarding and training plans to accelerate their successful integration into Crocs.
Benefits
- medical
- dental
- 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
- many other additional voluntary benefits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
