Senior Customer Service Representative
Overview
The Senior Customer Service Representative is responsible for delivering exceptional customer support via phone and email for regional/independent wholesale accounts. This role focuses on order management, issue resolution, and contributing to sales goals, while ensuring a high standard of service across all customer interactions.
What You'll Do
Manage customer orders via EDI/non-EDI systems, process PO changes, and monitor order fulfillment.
Respond to customer inquiries through calls, emails, and internal systems (B2B, Salesforce/K2).
Resolve shipping issues, returns, warranties, and pricing discrepancies.
Ensure compliance with customer-specific requirements and vendor standards.
Support drop-ship accounts and use 3rd-party platforms as needed.
Assist with training new team members and act as a point of contact for assigned regions.
Participate in continuous training and process improvement initiatives.
Handle other tasks and projects as assigned.
What You'll Bring to the Table
Qualifications:
Diploma/Degree in a related field
1–2 years of experience in customer service, planning, or analysis (preferably in retail/FMCG)
Skills:
Strong communication, teamwork, and problem-solving abilities
Detail-oriented with solid organizational and multitasking skills
Business-savvy with analytical thinking and a proactive mindset
Comfortable in a fast-paced, dynamic environment
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