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Seattle, VT

Full-time | Operations

About the job

Who We Are:

At Brooks, we believe a run can change a day, a life, the world. Everyone who works here is a key part of our obsession to make the best running gear on the planet. We want our business — which also happens to be our passion — to be a place where everyone feels welcome and comfortable being themselves. Our company culture defines us, bonds us together, and drives our success. We live this culture daily through our brand values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving. This means we always solve for the runner, do what we say we will, give it our all, are generous with our humanity, and find a way to keep moving every day, because joy is kinetic.

Are you ready to help create something extraordinary?

The Runner Experience Operations Account Specialist is responsible for providing best in class customer service to Brooks national accounts by managing customer support and operational issues throughout the entire order management process. You will work with sales management, sales reps and customers on a regular basis to ensure the needs of our national accounts are met.

Responsibilities:
! Manage order entry process and tracking of customer orders together with follow up and communication with accounts and sales reps.
! Ensure communication flows smoothly between national accounts, Credit, IT, DC, Logistics and Sales management and troubleshoot and escalate any issues to appropriate parties as needed.
! Ensure orders reflect correct information (pricing, commission, routing and customer value added service requirements) and troubleshoot when discrepancies occur.
! Review orders to ensure they are shipped complete, in a timely manner, and correctly routed.
! Communicate order cancellations and changes to sales and operations.
! Respond to sales reps and/or accounts within 24 hours of initial inquiry.
! Handle an account base that covers all customer types, including closeout and daily drop accounts.
! Support Vendor Compliance in managing the chargebacks and returns for accounts.
! Maintain an organized and up to date filing system for accounts that can be easily accessed by others on the team including maintaining accurate customer information and logging cases in our CRM.
! Demonstrate an ongoing proficiency and knowledge of the business, systems and customers.
! Additional responsibilities as required.

Qualifications:
! Bachelor’s degree preferred; may be substituted with relevant experience.
! 2+ years of customer service experience.
! Retail customer service experience a plus.
! Proficiency in Microsoft Office – Excel, Outlook
! Experience working with SQL and ERP systems desired.
! Strong ability and desire to learn and use new 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.
! Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all of 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 out wherever necessary.
! Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner in order to develop loyal, engaging relationships with our customers and the Brooks community.
! Embraces and lives the Brooks values!

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, color, national origin, gender, gender identity, the presence of a sensory, physical or mental disability, medical condition, military status, marital status, pregnancy or child birth, sexual orientation, age, genetic information, status as a victim of domestic violence, sexual assault or stalking, political ideology, or any other non-merit based factors.

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