Crocs, Inc. (NASDAQ: CROX) is a world leader in innovative casual footwear for men, women and children. The company offers several distinct shoe collections with more than 300 four-season footwear styles. All Crocs™ shoes feature Croslite™ material, a proprietary, revolutionary technology that gives each pair of shoes the soft, comfortable, lightweight, non-marking and odor-resistant qualities that Crocs wearers know and love. Crocs fans "Get Crocs Inside" every pair of shoes, from the iconic clog to new sneakers, sandals, boots and heels. Since its inception in 2002, Crocs has sold more than 200 million pairs of shoes in more than 90 countries around the world.
Our EMEA brand support center in Hoofddorp is looking for a Key Account Coordinator e-Tail, Germany.
The responsibility of the Key Account Coordinator is to ensure that the assigned Crocs Key Account customers receive the highest level of service and help with their questions and concerns. The Key Account Coordinator will be the advocate for the customer across the business and will anticipate the customer's needs and assists with the execution of the sales and delivery plans to ensure the highest level of service will be achieved.
What will you do?
ORDER MANAGEMENT :
Daily order placement
Track and Tracing of orders.
Investigate irregularities of orders and inform customers as required.
Ensure that orders flow through the system within the set timelines by managing exceptions.
Handle return requests incl. arranging of pick-ups.
Handle non-inventory credit or invoice requests.
Support Pre-order process
KEY ACCOUNT SERVICE :
Follow-up on correct execution of Value Add and Book-in instructions.
Take a pro-active approach towards customers with fixed contact moments during the week.
Ensure the highest level of service to the customer as well as to the Account Sales representative.
Work independently and find solutions for complex key account issues.
Provide product and service information to customer.
Communicate late, incomplete or cancelled orders as well as changes to the collection within set timeframes.
Resolve product or service problems by clarifying the customer complaints; expediting correction or adjustment; following up to ensure resolution.
Recommend potential services to management by collecting customer information and analyzing customer needs.
Escalate issues in a structured way to CS Management or contact departments.
Participate in process improvements.
Report and communicate weekly ongoing issues and needs to assigned sales representative.
Build a strong relationship with E-tail team.
Who are you?
Bachelor's degree with at least 2 years' experience in a Customer service department.
Knowledge, Skills & Abilities:
Ability to have a high degree of self-management and proactive problem solving.
Must be a strong customer advocate with Quality focus.
Ability to work cross functionally with all other departments involved in these specific key accounts.