Customer Service Representative - Wholesale Orders

About the role

Crocs, Inc. is hiring a Customer Service Representative who processes wholesale orders, ensures accurate and timely inventory fulfillment and supports both internal teams and external customers. The role calls for strong communication, operational efficiency and the ability to manage customer accounts independently. It is aligned to the Collaborator work persona (4 days in office).

Key responsibilities

• 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 such as daily SOE review, on-time shipping performance, customer scorecard results, PO tracker maintenance and actions for critical or potentially late orders.
• Support customers, sales teams, warehouse, planning, vendor compliance and management on order, inventory, supply delays, shipping, returns, warranties, markdowns and value-add requirements.
• Proactively identify operational issues, recommend solutions and resolve problems independently.
• Support drop-ship accounts where applicable, including item setup, pricing maintenance, customer communication, cancellation follow-up and third-party drop-ship platforms.
• Host or attend regular and ad-hoc meetings with customers, sales teams, vendors and internal partners; occasional travel may be required.
• Assist with routing, logistics and high-volume operational support when asked by the distribution center team.
• Build job knowledge through training, take on advanced responsibilities and extra duties or special projects, and work beyond standard hours when needed.

Required profile

• Extensive customer service experience, preferably in a business-to-business environment.
• Excellent written and verbal communication, with the ability to research, judge and solve problems.
• Ability to work independently while promoting a positive team environment.
• Organizational and time management skills.
• Fluent English; conversing in a second language (Chinese, Japanese, Korean) is an advantage.

Required skills

• Proficiency in Microsoft Excel
• Working knowledge of SAP