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Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Range $12.50 - $19.00
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
Disability insurance
HSA and employer contribution
FSA
family and fertility assistance
401K Savings Plan and match
Employee assistance program
Transportation assistance
Paid Time Off
Paid holidays
Paid sick leave
Paid parental leave
Annual bonus
Product discounts
employee recognition
Fitness Discounts
Volunteer and donation benefits
Job Description
Brooks is a renowned athletic company that champions the passion and movement of runners across the globe. Founded on the belief that movement is the key to feeling more alive, Brooks specializes in crafting high-quality gear and unique experiences that empower individuals to reach their personal best. Their products and mission resonate deeply within the running community, creating an inspiring culture fueled by collaboration, innovation, and a runner-first mentality. With headquarters in Seattle, Brooks continues to lead the market with its commitment to performance, quality, and community engagement, making it a preferred destination for those passionate about running and sportswear... Show More
Job Requirements
- Associates degree or equivalent experience preferred
- Minimum 2 years customer service experience
- Proficiency in Microsoft Office suite
- Experience with Order Management Systems and related tools
- Strong communication skills
- Ability to multitask and prioritize in a fast-paced environment
- Positive attitude and teamwork skills
- Ability to manage escalated customer situations
- Detail-oriented and analytical mindset
- Ability to work independently and collaboratively
- Commitment to company values and culture
- 1 plus years wholesale order management experience
Job Qualifications
- Associates degree or equivalent experience preferred
- 2 plus years customer service experience including Runner Experience Specialist role or ability to perform at highest standard
- Intermediate to advanced proficiency in Microsoft Word Excel Outlook Teams PowerPoint
- Advanced understanding and proficiency in order lifecycle systems including ERP, OMS, Payment systems, Salesforce Commerce Cloud, Warehouse Management Systems
- Excellent verbal and written communication skills
- Proven excellence serving customers demonstrated by team KPIs
- Ability to work in fast-paced environment maintaining positive attitude prioritizing urgent work
- Ability to manage adverse situations positively
- Proven ability to work independently and with a team
- Excellent interpersonal skills building trust across company
- Ability to analyze situations and provide solutions recommending best outcomes
- Demonstrated innovation and initiative in improving products and processes
- Embraces and lives Brooks values
- 1 plus years wholesale order management experience
- Ability to analyze data for inaccuracies or unexpected results
Job Duties
- Communicate with internal and external customers via email, phone, and other channels providing timely accurate responses and building relationships
- Oversee unique needs and requirements of specialized accounts and queues requiring strong business knowledge and technical skills
- Seek positive timely solutions to customer questions and concerns using a variety of system resources
- Process data entry and order management tasks for orders and returns requiring exception handling
- Work with cross-functional teams including marketing, eCommerce, supply chain, distribution, credit to support business interactions for assigned channel
- Gather data from work patterns issues or factors to inform leadership decisions on improving customer experience
- Support systems team with data entry and administrative tasks for system development implementation upgrades and testing
- Participate in creation and optimization of customer-facing content for Help Center and Specialist-facing Helpdesk procedure flow
- Partner with training team to onboard new team members offering expertise
- Handle escalated customer situations as needed
- Manage orderbook responsibilities for largest national customers
- Facilitate fulfillment of orders through partnership with distribution center and understanding of shipping requirements
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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