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Senior Runner Experience Wholesale Specialist

4 weeks, 1 day ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
ERP
Apply Now
Brooks Running

Brooks Running

Brooks Running: Inspiring active lifestyles with superior running gear for men and women, ensuring every run is better than the last.

Leisure Products
1K-5K
Founded 1914
View All Jobs 4

Description

  • Communicate with internal and external customers by email, phone, and other channels to provide timely, accurate responses and build relationships.
  • Manage the unique needs of specialized accounts and queues requiring strong business knowledge and technical skill.
  • Resolve customer questions and concerns quickly using multiple system resources and escalation paths when needed.
  • Process data entry, order management, and exception-handling tasks for orders and returns.
  • Partner with cross-functional teams including Marketing, eCommerce, Supply Chain, Distribution, and Credit to support business operations.
  • Gather and share data patterns, issues, and insights with leadership to improve customer experience.
  • Support system development, implementation, upgrades, testing, and administrative data entry for the Systems Team.
  • Help create and optimize customer-facing Help Center content and internal specialist-facing procedure documentation.
  • Partner with training teams to onboard new team members through practice sessions and expertise sharing.
  • Manage orderbook responsibilities for large national customers and coordinate fulfillment with distribution teams.

Requirements

  • Associate’s degree or equivalent experience preferred.
  • 2+ years of customer service experience, with prior Runner Experience Specialist experience or equivalent demonstrated performance.
  • 1+ years of wholesale order management experience.
  • Intermediate to advanced proficiency in Microsoft Word, Excel, Outlook, Teams, and PowerPoint.
  • Advanced understanding of order lifecycle systems, including ERP, Order Management Systems, payment systems, Salesforce Commerce Cloud, Warehouse Management Systems, and reporting tools.
  • Excellent verbal and written communication skills with the ability to convey complex information clearly and concisely.
  • Demonstrated excellence in customer service, supported by strong team KPI performance.
  • Ability to work in a fast-paced environment, manage conflicting priorities, and maintain a positive attitude.
  • Strong interpersonal skills, independence, teamwork, and ability to build trust across the company.
  • Ability to analyze data, identify inaccuracies or unexpected results, and recommend effective solutions.
  • Demonstrated innovation, initiative, and willingness to improve products and processes.
  • Alignment with and embodiment of Brooks values.

Benefits

  • Base pay ranges from $20.41 per hour to $32.59 per hour, depending on geographic market, knowledge, skills, and experience.
  • Medical, dental, vision, life, and AD&D insurance.
  • Disability insurance, HSA with employer contribution, and FSA.
  • Family and fertility assistance.
  • 401(k) savings plan with company match.
  • Employee assistance program and transportation assistance.
  • Three to five weeks of paid time off, eleven paid holidays, paid sick leave, and parental leave.
  • Annual bonus eligibility based on company performance, plus product discounts, fitness discounts, employee recognition, volunteer and donation benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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