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!

As a Customer Service Representative, you will be responsible for responding to customer needs in an enthusiastic, courteous, and knowledgeable manner, by phone and e-mail. They will manage a portfolio of wholesale accounts, supporting the customer's order fulfillment needs and contributing to meeting sales goals. The CSR's will work as a team to ensure all customer inquiries are resolved within established SLA's, helping all customers regardless of account assignment. They will work to make every customer interaction efficient and conclusive, maintaining a positive and professional demeanor with both customers and internal team members.

WHAT YOU'LL DO:

• Primary focus is to provide a high level of customer satisfaction by focusing on timely resolution of issues and cultivating close working relationships with sales and customers
• Accept, process, and track customer orders through EDI and non-EDI systems. Process sales and PO changes as required
• You will work with planning, sales, and management to make decisions in the best interest of the company and the customer
• Work with customer compliance to assure all value requirements are met
• Monitor customers' order book and maintain established metrics for order fulfillment activities.
• Related actions include:
  • Daily, morning review of the Sales Order Exceptions Report (SOE) and any subsequent actions to ensure the timely flow of orders through to delivery
  • When applicable, create a customer-specific PO tracker to complement your visibility of order integrity through the entire chain
  • Work cross functionally to resolve supply delays as they arise
  • Create return authorizations, resolve shipping-errors, and process discounts for the customers as applicable
  • Maintain accurate customer master data records including requesting customer-specific pricing and new customer address book records as required
• Help with on-boarding for new team members
• Continuing education and training to increase knowledge and tackle more sophisticated responsibilities
• May be required to perform additional duties, special projects and responsibilities as assigned by management

WHAT YOU BRING TO THE TABLE:

• Solid understanding of the following:
  • ERP systems
  • Salesforce Service Cloud or similar CRM/case management system
  • Excel- VLOOKUP's and pivot tables specifically
  • Outlook
• Experience in customer service wholesale/business environment
• 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

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

Title: Customer Service Representative

Career Level: CL2

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.