Heydude: Sr. Manager, Customer Service

Here at HEYDUDE , we are a team of Go-To's who work together to embrace and embody our brand values in everything we do. We dare boldly, putting progress over perfection to bring our consumers and fans the most comfortable shoes on the planet. We aim to be steadfast and engage genuinely with our consumers and each other. We keep it simple, welcome all, and strive to have a “Hey Day!”

In February of 2022, Crocs, Inc. acquired HEYDUDE. This acquisition not only adds an outstanding brand to the Crocs portfolio, but provides a wealth of opportunities for teamwork, career growth, and best practice sharing across the two brands. We’ve experienced incredible growth in the past few years, and we need to build our teams with the most creative, passionate footwear enthusiasts in the world. That’s where you come in!

Interested in being our next Go-To? Check this out!

The Sr. Manager, Customer Service will hire, train, and mentor a team of Customer Service Supervisors responsible for handling business to business relationships with our wholesale retailers resulting in high-level customer service. They will be accountable for management of the order book to hit monthly and quarterly revenue goals as well as achieving desired customer operational metrics such as on time shipment and fill rate along with other KPI’s and SLA’s. The Manager will provide oversight and coordination of the activities of the assigned team including holding team meetings, creating reports and metrics to measure team and individual performance, serving as a subject matter expert on the systems and processes used to fulfill customer orders, representing the interests of the department throughout the company, liaising with customers and sales representatives, and other responsibilities as assigned.

What You'll Do

• Resolve customer concerns and/or any called out issues from CSRs in a timely manner
• Forecast resource needs and make hiring decisions.
• Create and distribute monthly reporting on seasonal pricing programs
• Ability to communicate and influence Sr. leadership.
• Provide coaching and mentorship to CSRs with an emphasis on developing talent for the organization while helping improve their potential with ongoing developmental feedback.
• Provide back up and/or represent fellow Manager(s) and/or Director as required.
• Present a monthly scorecard on customer operational performance and drive internal improvement initiatives
• Sets departmental priorities and allocates resources to align with business objectives and plans.
• Handle special projects or assignments in support of meeting department objectives
• Participate and drive cross-functional meetings
• Maintain an operationally efficient and service focused environment
• May be required to perform additional duties and responsibilities as assigned by management
• Consistently seek ways to improve the customer service experience and service results by identifying and implementing efficiency improvement initiatives.
• Collaborate with leaders from Sales, Planning and other cross functional teams to support the continued growth and development of the business
• Monitor, report and drive action on the order book to meet customer needs and revenue targets
• Create and maintain weekly metrics to track team performance

What You Bring To The Table

• Organized with strong attention to detail.
• Able to communicate and establish trust and credibility with all departments, senior management, corporate counterparts, customers, carriers, and suppliers as necessary.
• Excellent PC skills including Word, PowerPoint, Outlook and ERP system.
• Advanced knowledge of MS Excel and BI tools.
• Strong, interpersonal, and collaborative skills with a track record of cross functional success.
• Self-starter with the ability to work independently, prioritize and get things done.
• Strong decision making and independent execution skills.
• 3+ years leading a team.
• Strong project management and verbal/written communication skills.
• Flexible with the ability to thrive in a fast-paced environment.
• Knowledge of Oracle or equivalent ERP package along with Salesforce CRM or like system.
• Excellent delegation and follow-up skills.
• 8+ years applicable experience, background in B2B preferred.

HEYDUDE is an Equal Opportunity Employer committed to a diverse and inclusive work environment. 

Title: Sr. Manager, Customer Service

Job Level: Manager

Career Level: CL7

Salary Range: $105,000 - $120,000

Workplace Persona: Explorer (in office 0-10%)

This position is eligible to participate in a company incentive program.

This position is eligible for company benefits including but not limited to medical, dental, and 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, and many other additional voluntary benefits.