Who We Are:
Brooks is a team of passionate people united by a desire to do meaningful work, lead healthy lives and make a difference. We share a focused mission: to inspire everyone to run and be active. That’s it. No distractions—it’s all about the run. Through science, creativity, service, authenticity and connection, we obsess over delivering the best running gear on the planet. We do it our way, with our unique spirit, with a goal of being more relevant to runners than any other brand, day after day and mile after mile. We are determined to innovate, challenging ourselves to lead thought at every turn. Inside these walls and on the roads, tracks and trails, we live and breathe Run Happy, celebrating the positive impact running has on our lives and others. We inject it into all we do because it makes everything better, smarter, more fun and more memorable. Our company culture defines us, bonds us together and creates the conditions for success. It is lived daily as a behavioral expression of our collective set of brand values: Connect with People, Innovate for our Customer, Compete as a Team, Build Trust, Have Fun & Bring Passion, and Be Active. If you’re on our team, it means you’re part of creating something extraordinary. You’re part of Brooks.
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.
⏵ 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.
⏵ 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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