Remote National Account Specialist

Summary

Join the Brooks service organization as a Runner Experience National Account Specialist and provide industry-leading customer service to national accounts, managing customer support and operational issues throughout the order management process.

Requirements

• Associate degree preferred or equivalent combination of education and experience
• 3+ years of customer service experience
• Retail customer service experience a plus
• Proficiency in Microsoft Office 365, particularly Excel and Outlook
• Strong ability and desire to learn and use innovative technology
• Exceptional ability to deal with adverse situations positively
• Proven ability to work independently
• 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

Responsibilities

• Communicate with internal and external customers via email, phone, and other communication channels, providing timely responses to inquiries and building relationships
• Complete all facets of order management, including placing new orders, reviewing inbound EDI orders, revising existing orders, processing returns and credits, providing updates and other tasks – all with a focus on timely and accurate execution
• Ensure communication flows smoothly between national accounts, Credit, IT, DC, Logistics, Retail Analytics, and Sales management and troubleshoot and escalate any issues to appropriate parties as needed
• Work collaboratively with DC team members to facilitate accurate and timely fulfillment of orders
• Ensure orders reflect correct information (pricing, commission, routing, and customer value added service requirements) and troubleshoot when discrepancies occur
• Access and combine information from multiple systems to provide order details and analyze problems when they occur
• Respond to sales reps and/or accounts within 24 hours of initial inquiry
• Handle an account base that covers all customer types, including inline customers, closeout, accounts and drop ship accounts
• Support efforts to ensure all orders follow customer Vendor Guides in partnership with the Vendor Compliance team
• Maintain organized and up to date process documentation for accounts to ensure business continuity
• Demonstrate an ongoing proficiency and knowledge of the business, systems, and customers

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities