Runner Experience National Account Specialist

Posted 5.3.24
Seattle, WA
Who We Are:
At Brooks, we believe a run can change a day, a life, the world. Everyone who works here is a key part of our obsession to make the best running gear on the planet. We want our business — which also happens to be our passion — to be a place where everyone feels welcome and comfortable being themselves. Our company culture defines us, bonds us together, and drives our success. We live this culture daily through our brand values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving. This means we always solve for the runner, do what we say we will, give it our all, are generous with our humanity, and find a way to keep moving every day, because joy is kinetic.
Are you ready to help create something extraordinary?
Your Job:
The Runner Experience (REx) Team is the Brooks service organization and is second to none. As a member of the REx Team, you will be obsessed with creating connections with runners and ensuring that all our customers -internal and external, business and consumer – have what they need to run their path to a better self.
As the 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! By building relationships within your account base, you will help our sales team and retail partners achieve success in our shared mission – helping more runners on their path to a better self with the best gear in the industry.
  • Communicate with internal and external customers via email, phone, and other communication channels, providing timely responses to inquiries and building relationships
  • Complete all facets of order management, including placing new orders, reviewing inbound EDI orders, revising existing orders, processing returns and credits, providing updates and other tasks – all with a focus on timely and accurate execution
  • Ensure communication flows smoothly between national accounts, Credit, IT, DC, Logistics, Retail Analytics, and Sales management and troubleshoot and escalate any issues to appropriate parties as needed
  • Work collaboratively with DC team members to facilitate accurate and timely fulfillment of orders
  • Ensure orders reflect correct information (pricing, commission, routing, and customer value added service requirements) and troubleshoot when discrepancies occur
  • Access and combine information from multiple systems to provide order details and analyze problems when they occur
  • Respond to sales reps and/or accounts within 24 hours of initial inquiry
  • Handle an account base that covers all customer types, including inline customers, closeout, and drop ship accounts
  • Support efforts to ensure all orders follow customer Vendor Guides in partnership with the Vendor Compliance team
  • Maintain organized and up to date process documentation for accounts to ensure business continuity
  • Demonstrate an ongoing proficiency and knowledge of the business, systems, and customers
  • Additional responsibilities as required
  • Associate degree preferred or equivalent combination of education and experience
  • 3+ years of customer service experience
  • Retail customer service experience a plus
  • Proficiency in Microsoft Office 365, particularly Excel and Outlook
  • Strong ability and desire to learn and use innovative technology
  • Exceptional ability to deal with adverse situations positively
  • Proven ability to work independently
  • Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
  • Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
  • 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
  • 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!
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