At Brooks, we're driven to create gear and experiences that take people to the place that makes them feel more alive. As a Senior Runner Experience National Account Specialist, you will provide industry-leading customer service to Brooks national accounts by managing customer support and operational issues throughout the entire order management process.
Requirements
- Communicate with internal and external customers via email, phone, and other communication channels
- Oversee the unique needs and requirements of specialized accounts and queues
- Seek positive, timely solutions to all customer questions and concerns
- Process data entry and order management tasks for orders and returns that require exception handling
- Work with cross-functional teams 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
- 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
- Participate in creating and modifying content for our Specialist-facing Helpdesk, Procedure Flow
- Partner with our training team to help new team members onboard
- Handle escalated customer situations as needed
- Manage orderbook responsibilities for the largest National customers
- Facilitate fulfillment of orders through partnership with DC team and understanding of individual customer shipping requirements
Benefits
- 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
- Transportation assistance
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