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At Brooks Running, we believe in the transformative power of the run. Let's Run There.
The Role
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:
Brooks Customer Service team members live and breathe Let’s Run There. With a service model centered around providing best in class service, they celebrate the run through each interaction with the customer. The B2B Customer Service Representative EMEA is the frontline contact for Customer Services across the different countries as well supporting Lifestyles Retailers in managing their business through order processing, tracking, and review, as well as product explanation. Additionally, this role involves building strong relationships with Countries Customer Service and gather insights and feedbacks on internal processes.
Your Responsibilities:
- Responsible for accurate entry and tracking of customer orders and resulting follow-up and communication with Lifestyle Retailers, EMEA Close-Out accounts and EMEA Retail Marketing
- Respond to reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner
- Ensure orders are shipped timely and accurately
- Place fill in orders as well as provide information on inventory availability to accounts and sales reps
- Issue RA numbers and defective credits as needed
- Communicate an account’s shipping and packing requirements to the warehouse
- Proactively communicate with EMEA CS Manager regarding large order cancelations
- Other projects as required
- 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
- Provide accounts/Country Customer Service with information on our apparel and footwear lines and be able to help a customer determine which product is best for them
- Work with Credit to resolve invoicing issues. Fill out credit memos/debit memos as needed
- Support EMEA CS Manager in Daily Task additional duties as assigned
- Create accurate reporting for the purpose of order book management.
- Support Country Customer Services in account creation process by cross checking important criteria are met such as SDA, VAT number, terms of deliveries etc.
- Support EMEA CS Lead in Maintaining EMEA SOP (Procedure Flow)
- Other duties as assigned
Your Qualifications:
- High school diploma is required
- 1+ years in customer service
- EDI knowledge, ERP experience is a plus
- Fluent in English required
- Computer proficiency in Word, Excel, Outlook
- Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
- Keen attention to detail in planning, organization and execution of tasks, while understanding how all of the pieces fit together and affect one another
- Proven ability to work effectively independently as well as with a team
- Ability to work in a fast-paced environment while maintaining a positive attitude
- Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community
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The Company
What We Do
Brooks’ purpose is to inspire everyone to run their path by creating the best performance gear and experiences in the world while taking responsibility for our impact on people and the planet. Since 1914, we’ve been propelled by a never-ending curiosity with how humans move. Because, to us, movement is the key to feeling more alive. We’re all moving towards something. Whether it’s a headspace, a feeling, or a finish line.
Why Work With Us
Everyone at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation. Our brand values bond us together to drive our success. This means we 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.
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