Senior Runner Experience Wholesale Specialist
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:
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Runner First - We act in the best interest of the runner
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Word is Bond - We do what we say we’ll do
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Champion Heart - We give our all in everything we do
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There is no “I” in Run - We stay generous with our humanity
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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 an