Customer Service Representative

Crocs, Inc.

At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better.

Overview

The Customer Service Representative is responsible for processing wholesale orders, ensuring accurate and timely inventory fulfillment, and delivering excellent support to both internal teams and external customers. This role requires strong communication skills, operational efficiency, and the ability to manage customer accounts independently.

What You'll Do

• Manage wholesale order processing and inventory fulfillment, including accurate order entry, EDI and non-EDI order tracking, sales or PO changes, customer-specific pricing requests, and new customer address book records.

• Monitor customer order books and key fulfillment metrics, including daily SOE review, on-time shipping performance, customer scorecard results, PO tracker maintenance, and actions required for critical or potentially late orders.

• Provide timely support to customers, sales teams, warehouse, planning, vendor compliance, and management to resolve order, inventory, supply delay, shipping, return, warranty, markdown, and value-add requirement matters.

• Proactively identify operational issues, recommend practical solutions, and independently resolve problems in the best interest of the company and customer.

• Support drop-ship accounts where applicable, including item setup, pricing maintenance, customer communication, cancellation follow-up, and use of customer third-party drop-ship platforms as required.

• Host or attend regular and ad-hoc meetings with customers, sales teams, vendor compliance, and other internal partners; occasional travel may be required to meet sales representatives or customers.

• Assist with routing, logistics, and high-volume operational support when required by the distribution center team.

• Continue building job knowledge through training, take on more advanced responsibilities, perform additional duties or special projects as assigned, and work beyond standard hours when needed to meet business requirements.

• What You'll Bring to the Table

• Extensive customer service, preferably in a business-to-business environment

• Demonstrate excellent written and verbal communication

• Ability to perform research, demonstrate sound judgment, and resolve problems

• Capability to work independently, and promote a positive team environment

• Organizational and time management skills

• Proficient in Microsoft Excel

• Working knowledge of SAP

• Fluent in English

• Ability to converse in a second language will be an advantage:

• Chinese, Japanese, Korean

• The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment.

• 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 protected classification.

• 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.

• Job Category

• Corporate