Senior Runner Experience Wholesale Specialist

• 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 and proficiency in the systems required in the lifecycle of an order: Enterprise Resource Planning tool, Order Management System, Payment systems, Sales Force Commerce Cloud, & Warehouse Management Systems, reporting tools, as needed per channel of service
• Excellent verbal and written communication skills, demonstrating effective listening and delivery of complex information through concise, clear communication
• Demonstrated excellence serving customers as proven through achievement in team KPIs
• Able to work in a fast-paced environment while maintaining a positive attitude, balancing conflicting priorities to execute the most urgent work first
• Ability to manage adverse situations positively
• Proven ability to work effectively independently as well as with a team
• Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
• Ability to quickly analyze the details of a situation and provide solutions, making recommendations when multiple solutions exist to create the best outcomes
• 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
• Embraces and lives the Brooks values
• 1+ Years of Wholesale Order Management Experience
• Ability to analyze data to identify inaccuracies or unexpected results

Compensation:

The pay range for this position, based out of the Brooks Seattle HQ, is $23.27 - $32.59 per hour. Base pay offered will vary depending on job-related knowledge, skills, and experience.

Other:

Brooks is proud to offer a robust benefits package to our employees and their families!

Benefits- including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.

Paid Time Off- Brooks offers generous time off including three to five weeks of paid time off, eleven paid holidays, paid sick and parental leave.

Bonus- in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.

Perks- including product discounts, employee recognition, fitness discounts, volunteer and donation benefits

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, creed, color, national origin, age, sex, gender, gender identity or expression, two-spirit identity, sexual orientation, genetic information, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal by a person with a disability, or on any other basis protected by federal, state, or local law, or any other non-merit based factors.