Customer Service Manager UK & IE

Your Responsibilities:

• People Management:
• Maintain team focus on the department vision and mission statements.
• Lead, motivate, and manage the UK/IE Customer Service team Develop, delegate, and report on staff planning, hiring, onboarding, training, and supervision.
• Create a culture of front line obsession, driving a consistent environment of problem solving and continuous improvement to create a frictionless experience to do business with Brooks and communicates our commitment to retailers.
• Drive departmental goals, direction and work priorities in alignment with our culture: share vision of company goals with employees; set achievable but demanding objectives linked to key strategies in the region.
• Measure and improve team productivity, knowledge and service levels based on volume and performance metrics. Responsible for driving team accountability and delivering results.
• Manage existing, and train new, team members; provide coaching including goal development and setting objectives for the team.
• Conduct quarterly SPRINT conversations with team members.


• Customer Service Management:
•  Be the line manager for the Customer Service team in UK.
• Actively monitor teams order book and bulk agreements for on-time delivery.
• Act as the first point of contact for escalated retailer issues.
• Monitor the CSR teams contacts with the customers to ensure quality and consistency.
• Ensure accurate entry and tracking of customer orders and resulting follow-up and communication with customers.
• Track orders to provide estimated delivery times, and work with Operations team or DC to re-arrange deliveries as needed.
• Oversee the Team, and support as necessary, with placing at-once orders and providing information on inventory availability to accounts and Sales Reps.
• Proactively communicate with Sales Reps or Sales Management regarding order amendments and cancellations.
• Drive systems and process implementation with other customer service groups to ensure the team is following best practices, as well as sharing best practices back into other groups
• Document and maintain SOP
• Customer transaction flow
• EDI / ISC interactions and strategy
• Onboarding of new customers
• Customer requirements
• Manage vendor relations and tools from both a sales and customer operations perspective
• ISC / SPS
• Label vendor
• Order entry
• M3 (ongoing, testing, upgrading)
• Oversee the team and support as necessary with maintaining customer database, answering inquiries/troubleshooting.
• Provide accounts with information on our apparel and footwear lines and be able to help a customer determine which product is best for them.
• Manage inquiries for B2B orders.
• Support the team inworking with credit to resolve invoicing issues. Fill out credit memos/debit as needed.
• Ensure returns and credits are processed and issues as necessary. Complete reports as provided by sales and management
• Maintain expert knowledge or our core customer service systems including M3, Salesforce, etc. 
• Other projects and responsibilities as required

Your Qualifications:

• Bachelor’s degree or equivalent experience required.
• 5+ years’ B2B customer service experience.
• 2+ year experience on leading a team.
• Computer proficiency: Word, Excel, Outlook.
• Native in English, demonstrating effective listening through concise, clear verbal and written communication.
• Keen attention to details in planning, organization and execution of tasks, while still seeing the big picture and understanding how all of the pieces fit together and affect one another.
• 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.”
• 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 out wherever necessary.
• Proven ability to work effectively with retailers and consumers.
• Strong interpersonal skills and the ability to deal with adverse situations positively.
• Ability to interact effectively and professionally with all levels of the organization.
• Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company, and with retailers and consumers.
• Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner in order to develop loyal, engaging relationships with our customers and the Brooks community.