Customer Service Representative

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:

• Runner First

We act in the best interest of the runner

• Word is Bond

We do what we say we’ll do

• Champion Heart

We give our all in everything we do 

• There is no “I” in Run

We stay generous with our humanity

• 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 Customer Service Representative will be the frontline contact for Brooks retailers in UK & Ireland. You will be responsible for upholding the established standards of customer service excellence set by the Brooks Customer Service team whilst always looking for opportunities to excel. The Customer Service team meets the needs of our retailers by building strong relationships and supporting them through order processing, tracking, and reviewing performance against set KPI’s as well as providing product explanations. Customer Service also communicates daily with Finance, Sales, Operations and Marketing, being an important line of communication for colleagues on the road.  

Your Responsibilities:

1) Customer Order Tracking and Sales Co-ordination 

• Respond to Sales Reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner via various contact channels (including social media, chat, text). 

• Enter and maintain Future Orders through different systems and ensure timely and accurately shipment in accordance with our operations & logistics protocols (Booking-in).  

• Track orders to provide estimated delivery times, and work with Operations team or DC to re-arrange deliveries as needed. 

• Communicate an account’s shipping and packing requirements to the warehouse. 

• Place fill in orders as well as provide information on inventory availability to accounts and sales reps. 

• Proactively communicate with Sales Reps or Sales Management regarding order amendments and cancellations. 

• Issue RA numbers and defective credits as needed within 5 working days. 

Create and maintain customer database, answer inquiries/troubleshoot 

• Create new customer accounts. 

• Communicate changes for an account to the appropriate party(s); i.e., billing or shipping address as changed, new phone number or email address or create complete new customer accounts if required. 

• Provide accounts with information on our apparel and footwear lines to help customers determine which product is best for them.  

• Deal with enquiries for B2B & B2C orders. 

• Maintain an organize and up-to-date filing system for accounts orders and correspondence that can be easily accessed by others when needed. 

• Provide copy invoices/order confirmations/dispatch notes as needed. 

• Process returns and issue credits when necessary. 

• Work with finance to resolve invoicing issues. Fill out credit memos/debit as needed. 

• Process returns and issue credits when necessary. 

 
Other 

• Complete reports as provided by sales and management. 

• Provide Sales and Marketing Support as needed. 

• Other duties as assigned. 

• Maintain an activity log of all customer touch points. 

Your Qualifications:

• • Successfully completed sixth form college level (or equivalent). 

  • Customer service experience preferred but not essential as full training will be given. 

  • Computer proficiency: Excel, Word, Outlook. 

  • Native in English, demonstrating effective listening through concise, clear verbal and written communication. 

  • Keen attention to detail in planning, organization and execution of tasks, ability to manage conflicting priorities on a daily basis. 

  • 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 out wherever necessary. 

  • Proven ability to work effectively with retailers and consumers. 

  • Strong interpersonal skills and the ability to deal with adverse situations positively. 

  • Ability to interact effectively and professionally with all levels of the organization. 

  • Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company, and with retailers and consumers. 

  • Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner in order to develop loyal, engaging relationships with our customers and the Brooks community. 

  • Unwavering demonstration of Brooks’ corporate values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving!