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.
Due to additional projects this year we are looking for a temporary Customer Service Representative who will be able to support the team for an initial period of 6months. This is a part-time role of 20hours per week, spread out in 5 days. The Customer Services Representative will be the frontline contact for Brooks DACH retailers and end consumers alike. You will be responsible for upholding the established standards of customer service excellence set by the Brooks DACH team’ whilst always looking for opportunities to excel. Brooks Customer Services meet the needs of the retailer by building strong relationships and supporting them through order processing, tracking and reviews as well as product explanation and credit control. Customer Services also communicate daily with Finance, Sales, Operations and Marketing, being an important line of communication for colleagues on the road. It’s possible that you will also speak directly to the runner and serve as a listening ear to the invaluable in sights they provide on our product and brand.
⏵ 1) Responsible for accurate entry and tracking of customer orders and resulting follow-up and communication with customers as well as overviewing and ruling shipments regarding individual financial situation of customers
⏵ Respond to reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner on all ways of communication.
⏵ Enter Future Orders through different systems and ensure they are shipped timely and accurately.
⏵ Track orders to provide estimated delivery times, and work with Operations team or DC to re-arrange deliveries as needed.
⏵ Communicate an account’s shipping and packing requirements to the warehouse.
⏵ Place fill in orders as well as provide information on inventory availability to accounts and sales reps.
⏵ Proactively communicate with Sales Reps or Sales Management regarding or der amendments and cancellations.
⏵ Issue RA numbers and defective credits as needed within 5 working days.
2) Create and maintain customer database, answer inquiries/troubleshoot
⏵ Communicate changes for an account to the appropriate party(s); i.e. billing or shipping address as changed, new phone number or email address or create completely new customer accounts if required.
⏵ Provide accounts with information on our apparel and footwear lines and be able to help a customer determine which product is best for them.
⏵ Deal with enquiries for B2B orders.
⏵ Maintain an organize and up-to-date filing system for accounts orders and correspondence that can be easily accessed by others when needed.
⏵ Provide copy invoices/order confirmations/dispatch notes as needed.
⏵ Process returns and issue credits when necessary.
3) Perform special projects and additional duties as assigned.
⏵ Complete reports as provided by sales and management.
⏵ Sales and Marketing Support.
⏵ Other duties as assigned.
⏵ Successfully completed apprenticeship as business clerk (or equivalent).
⏵ One to two years customer service experience preferred
⏵ Computer proficiency: Excel, Word, Outlook
⏵ Available to work 20hrs per week, over 5 days.
⏵ Excellent verbal and written communication skills in German and business English, demonstrating effective listening through concise, clear verbal and written communication.
⏵ 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.
⏵ Proven ability to work effectively with retailers and consumers
⏵ Strong interpersonal skills and the ability to deal with adverse situations positively
⏵ Ability to interact effectively and professionally with all levels of the organization
⏵ Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company, and with retailers and consumers.
⏵ 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.
⏵ Unwavering demonstration of Brooks’ corporate values: Serve People, Lead Thought Compete as a Team, Have Integrity, Be Active, Have Fun!
By submitting this application, you expressly make the following representations and warranties and give your consents as described below:
Brooks Sports, Inc. collects your personal data for the purposes of managing Brooks Sports, Inc.'s recruitment related activities as well as for organizational planning purposes globally. Consequently, Brooks Sports, Inc. may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment.
Brooks Sports, Inc. does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, Brooks Sports, Inc. has international sites and Brooks Sports, Inc. uses resources located throughout the world. Brooks Sports, Inc. may from time to time also use third parties to act on Brooks Sports, Inc.'s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within Brooks Sports, Inc. group of com