Job Description
Who We Are:
At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line.
Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.
Our brand values help bond us together and drive our success:
- Runner First
- We act in the best interest of the runner
- Word is Bond
- We do what we say we’ll do
- Champion Heart
- We give our all in everything we do
- There is no “I” in Run
- We stay generous with our humanity
- Keep Moving
- We find ways to move every day, because joy is kinetic!
We welcome everyone from every walk of life looking to inspire others through the power of movement - because we’re all moving towards something. Let’s run there.
Your Job:
The Runner Experience (REx) Team is the Brooks customer service organization and is second to none. As a member of the REx Team, you will be obsessed with creating connections and ensuring that all our customers internally and external, business and consumer—have what they need to run their path.
Senior REx Specialists provide essential service to customers and sales channels that require a high level of knowledge and attention to detail, while supporting the Specialists on the team by serving as subject matter experts in a variety of topics.
As the Senior Runner Experience National Account Specialist, you will be responsible for providing industry-leading 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 retail customers regularly to ensure the needs of our national accounts are not just met but exceeded.
Your Responsibilities:
Communicate with internal and external customers via email, phone, and other communication channels, providing timely, accurate responses to inquiries and building relationships
Oversee the unique needs and requirements of specialized accounts and queues requiring strong business knowledge and technical skills
Seek positive, timely solutions to all customer questions and concerns, using a variety of system resources
Process data entry and order management tasks for orders and returns that require exception handling
Work with cross-functional teams (Marketing, eCommerce, Supply Chain, Distribution, Credit, etc.) to support business interactions for your focused channel of business
Gather data from patterns, issues, or factors you identify in the course of your work and share with the Leadership team to inform decisions on improving customer experience
Support Systems Team with data entry and other administrative tasks needed for system development, implementation, upgrades, and testing
Participate in the creation and optimization of customer-facing content for our Help Center for your channel of business
Participate in creating and modifying content for our Specialist-facing Helpdesk, Procedure Flow
Partner with our training team to help new team members onboard by offering expertise in practice sessions
Handle escalated customer situations as needed
Other duties as assigned
Manage orderbook responsibilities for the largest National customers.
Facilitate fulfillment of orders through partnership with DC team and understanding of individual customer shipping requirements.
Your Qualifications:
- Associates degree or equivalent experience preferred
- 2+ years customer service experience with previous experience as a Runner Experience Specialist or demonstrated ability to perform the functions of the role to the highest standard
- Intermediate to advanced proficiency in Microsoft suite, specifically Word, Excel, Outlook, Teams, PowerPoint
- Advanced understanding and proficiency in the systems required in the lifecycle of an order: Enterprise Resource Planning tool, Order Management System, Payment systems, Sales Force Commerce Cloud, & Warehouse Management Systems, reporting tools, as needed per channel of service
- Excellent verbal and written communication skills, demonstrating effective listening and delivery of complex information through concise, clear communication
- Demonstrated excellence serving customers as proven through achievement in team KPIs
- Able to work in a fast-paced environment while maintaining a positive attitude, balancing conflicting priorities to execute the most urgent work first
- Ability to manage adverse situations positively
- Proven ability to work effectively independently as well as with a team
- Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
- Ability to quickly analyze the details of a situation and provide solutions, making recommendations when multiple solutions exist to create the best outcomes
- 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
- Embraces and lives the Brooks values
- 1+ Years of Wholesale Order Management Experience
- Ability to analyze data to identify inaccuracies or unexpected results
Compensation:
Our compensation reflects the cost of labor across US geographic markets. The base pay for this position ranges from $20.41 per hour in our lowest geographic market up to $32.59 per hour in our highest geographic market. Base pay offered will consider the specific geographic market and will vary depending on job-related knowledge, skills, and experience.
Other:
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, 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, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal 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.
