Customer Service Specialist

Summary

Join Brooks as a Retail Runner Experience Specialist and provide exceptional customer service to retail partners and sales representatives. You will be a creative problem-solver, providing key information to ensure seamless experiences. Build relationships within your territory to help achieve sales goals and support runners. Responsibilities include order management, communication, problem-solving, and reporting. The role requires customer service experience, strong communication skills, and computer proficiency. Brooks offers a competitive salary, robust benefits package, and a positive work environment.

Requirements

• 1+ years customer service experience required, 2+ preferred
• Strong interpersonal skills and the ability to deal with adverse situations positively
• Computer proficiency: Word, Excel, Outlook, and Zendesk (preferred) or other similar CRM
• Accuracy in typing, spelling, and grammar
• Proven ability to work effectively independently as well as with a team
• Ability to work in a fast-paced environment while maintaining a positive attitude
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
• Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
• Keen attention to detail in planning, organization, and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another
• Ability to anticipate how a decision made can affect our customers, our partners, our products, or other departments’ operations and/or morale; “connecting the dots”
• Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help wherever necessary
• Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community
• Embraces and lives the Brooks values!

Responsibilities

• Communicate with internal and external customers via phone, email, and other communication channels, providing timely responses to questions and order requests and building relationships
• Provide product pricing and availability quotes
• Complete all facets of order management, including placing new orders, revising existing orders, processing returns, managing future product reservations, providing updates, and other tasks
• Access and combine information from multiple systems to provide order details and analyze problems when they occur
• Understand the science and technology behind Brooks performance gear to enable product conversations
• Manage time effectively by prioritizing and multi-tasking
• Use daily reporting to manage orders in your territory as needed
• Track and report recurring problems and act as a problem identifier and solver
• Monitor customer orders and provide Sales and retailers with the needed updates
• Work with Credit to resolve invoicing errors
• Other duties as assigned

Preferred Qualifications

• Associate degree or equivalent combination of experience preferred
• Knowledge of athletic footwear, athletic apparel, and sports bras preferred

Benefits

• Medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance
• Three to five weeks of paid time off, eleven paid holidays, paid sick and parental leave
• Annual bonus based on company performance
• Product discounts, employee recognition, fitness discounts, volunteer and donation benefits