Customer Service Specialist II (Bilingual: French/English)

Your Responsibilities:

• Responsible for accurate entry and tracking of customer orders and resulting follow-up and communication with customers
• Respond to reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner
• Ensure futures 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 Sales Management regarding large order cancellations
• Log specified topics into Salesforce tool to ensure consistent communication between departments


• 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/consumers with information on our apparel and footwear lines, and be able to help a customer determine which product is best for them
• Maintain an organized and up-to-date filing system for accounts, orders, and correspondence that can be easily accessed by others when needed
• Work with Credit to resolve invoicing issues, filling out credit memos/debit memos as needed


• Direct to Consumer
• Support in daily queue responsibilities, including answering phone calls, chat messages, and emails from consumers, and social media messages linked to our Customer Relationship Manager (Zendesk) in both English and French
• Respond to customer inquiries outside of our Customer Relationship Manager, such as physical mail and voicemails forwarded by the front desk or colleagues in both English and French
• Participate in the creation of customer-facing content for our Zendesk Helpdesk to be displayed on the customer service section of the website
• Participate in the investigation of fraud orders and returns in collaboration with cross-functional teams 
• Serve as an escalation point for loss or damage claims, replacement orders, and returns through marketplaces, our own ecommerce site Brooksrunning.com, and through Brooks’ Run Happy Promise 90-day guarantee
• Other duties assigned, including projects and ad hoc requests


• Perform special projects and additional duties as assigned.
• Complete reports as requested by sales and management
• Reports to be completed on a regular basis to include Prepick, DSS, and hold monitoring
• Other duties as assigned 

Qualifications:

• High school diploma required 
• Bilingual in English and French, required
• 1 year customer service experience preferred
• Computer proficiency in Word, Excel, and 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 still seeing the big picture and understanding how all the pieces fit together and affect one another
• Excellent interpersonal skills that inspire and build trus,t resulting in effective working relationships across the company, and with retailers and consumers
• Ability to interact effectively and professionally with all levels of the organization
• Strong ability to positively deal with adverse situations
• 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 wherever necessary
• Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community
• Embraces and lives the Brooks values!