Senior Runner Experience Wholesale Specialist

United StatesRemoteFull Timesenior

OtherRunner

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Quick Summary

Overview

Who We Are: At Brooks, we believe movement is the key to feeling more alive.

Technical Tools

excelcustomer-supportecommerce

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.

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.

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