Customer Service Specialist - Wholesale

Brooks Running is a company dedicated to inspiring movement and enhancing the running experience. They are seeking a Runner Experience Specialist - Wholesale to provide exceptional customer service to retail partners, ensuring they have the necessary support to meet the needs of runners in their communities.

Responsibilities:

• Communicate with internal and external customers via phone and written communication channels, providing timely and accurate responses while building positive relationships
• Deliver exceptional service with a sincere desire to help customers find solutions
• Seek positive, timely resolutions to customer questions and concerns using a variety of systems and resources
• Provide product expertise and act as a Brooks brand ambassador
• Complete order administration activities including placing, tracking, modifying, and canceling orders, processing returns, and researching fulfillment issues, delays, or errors
• Access and combine information from multiple systems to provide order details and analyze customer issues
• Evaluate and track recurring customer issues, identify trends, and escalate opportunities for process improvement
• Manage time effectively, balancing competing priorities while maintaining quality and accuracy
• Respond positively to challenging situations and de-escalate customer concerns when needed
• Apply sound judgment to determine appropriate solutions based on customer and business needs
• Maintain strong attention to detail while understanding the broader customer and business impact of decisions
• Demonstrate innovation and initiative by identifying opportunities to improve customer experiences, systems, and processes
• Operate independently in a remote environment while maintaining strong collaboration, responsiveness, and accountability to teammates, business partners, and customers
• Other duties as assigned
• Provide industry-leading service to retail partners and sales representatives
• Build strong relationships with retailer accounts and sales territories
• Provide pricing, inventory availability, and order status information
• Manage all aspects of wholesale order management, including order entry, revisions, future reservations, returns, and fulfillment monitoring
• Utilize reporting tools to proactively manage territory order books
• Monitor customer orders and provide updates to retailers and sales representatives
• Work cross-functionally with internal partners to resolve customer concerns and support business initiatives
• Track recurring operational issues and act as a problem identifier and solver
• Support specialized wholesale order requirements and account needs, as assigned
• Understand and communicate product technologies and performance benefits to support retailer education and product conversations

Requirements:

• 1+ years of customer service experience
• Proficiency with Microsoft Office applications including Word, Excel, and Outlook
• Accuracy in typing, spelling, and grammar
• Ability to learn and navigate multiple business systems efficiently
• Strong verbal and written communication skills with demonstrated active listening
• Excellent interpersonal skills that build trust and effective working relationships
• Strong problem-solving skills with the ability to evaluate situations and recommend appropriate solutions
• Ability to work effectively both independently and collaboratively
• Ability to work in a fast-paced environment while maintaining a positive attitude and balancing competing priorities
• Strong organizational skills and attention to detail
• Ability to understand how decisions impact customers, teammates, and business operations
• Ability to understand and empathize with runners to develop loyal, engaging customer relationships
• Demonstrates innovation, adaptability, and continuous improvement mindset
• Knowledge of athletic footwear, apparel, sports bras, or specialty retail environments
• Experience supporting retail accounts, sales representatives, or wholesale customers
• Understanding of seasonal order reservations and wholesale fulfillment processes