Customer Experience Specialist - Retail

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?

As a Retail Runner Experience Specialist at Brooks, you will provide industry-leading customer service to our retail partners and sales representatives. You will be a creative problem solver and provide key information to Sales to ensure a seamless experience for our retail partners. By building relationships within your territory, you will help our sales team and retail partners achieve success in our shared mission – helping more runners on their path to a better self with the best gear in the industry. You will provide professional support and a superior customer experience at every touchpoint and be part of the most renowned team in the business!

Responsibilities:

• Monitor customer orders and provide Sales and retailers with the needed updates
• Access and combine information from multiple systems to provide order details and analyze problems when they occur
• Manage time effectively by prioritizing and multi-tasking
• Provide product pricing and availability quotes
• Communicate with internal and external customers via phone, email, and other communication channels, providing timely responses to questions and order requests and building relationships
• Work with Credit to resolve invoicing errors
• Other duties as assigned
• Use daily reporting to manage orders in your territory as needed
• Understand the science and technology behind Brooks performance gear to enable product conversations
• Track and report recurring problems and act as a problem identifier and solver
• Complete all facets of order management, including placing new orders, revising existing orders, processing returns, managing future product reservations, providing updates, and other tasks

Qualifications:

• Embraces and lives the Brooks values!
• 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”
• Computer proficiency: Word, Excel, Outlook, and Salesforce (preferred)
• 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
• Associate degree or equivalent experience preferred
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
• Knowledge of athletic footwear, athletic apparel, and sports bras preferred
• Strong interpersonal skills and the ability to deal with adverse situations positively
• Proven ability to work effectively independently as well as with a team
• Accuracy in typing, spelling and grammar
• 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
• Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
• Ability to work in a fast-paced environment while maintaining a positive attitude
• 1+ years customer service experience preferred

Pay is $20-$24/hour if located within 35 miles of Seattle. Pay is $18-$22/hour for all other locations.

Brooks is proud to offer a robust benefits package to our employees and their families!

Benefits- including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.

Paid Time Off- Brooks offers generous time off including three to five weeks of paid time off, eleven paid holidays, paid sick and parental leave.

Bonus- in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.

Perks- including product discounts, a home office stipend, employee recognition, fitness discounts, volunteer and donation benefits.

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, creed, color, national origin, age, sex, gender, gender identity or expression, two-spirit identity, sexual orientation, genetic information, sensory, physical, or mental disability, marital status, pregnancy (including childbirth and related conditions), honorable discharge or military status, protected citizen status, actual or perceived victims of domestic violence, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained guide dog by a person with a disability, or on any other basis protected by federal, state or local law, or any other non-merit based factors.