Brooks
Customer Service
SeniorRunnerExperienceWholesaleSpecialist
“Senior Runner Experience Wholesale Specialist at Brooks. Skills: customer service, order management process, customer support, operational issues. providing industry-leading customer service to Brooks national accounts. managing customer support and operational issues throughout the entire order management process”
Industry & Context.
Seek positive, timely solutions to all customer questions and concerns; Ability to quickly analyze the details of the situation and provide solutions, making recommendations when multiple solutions exist to create the best outcomes; Ability to analyze data to identify inaccuracies or unexpected results
What They're Looking For.
Must Have
2+ years customer service experience, 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 the situation and provide solutions, making recommendations when multiple solutions exist to create the best outcomes, 1+ Years of Wholesale Order Management Experience, Ability to analyze data to identify inaccuracies or unexpected results
Nice to Have
previous experience as a Runner Experience Specialist or demonstrated ability to perform the functions of the role to the highest standard
What You'll Do.
providing industry-leading customer service to Brooks national accounts
managing customer support and operational issues throughout the entire order management process
work with sales management
and retail customers regularly to ensure the needs of our national accounts are not just met but exceeded
Communicate with internal and external customers via email
and other communication channels
accurate responses to inquiries and building relationships
Oversee the unique needs and requirements of specialized accounts and queues requiring business knowledge and technical skills
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
Gather data from patterns
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
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
Partner with our training team to help new team members onboard by offering expertise in practice sessions
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.
How You'll Work.
Team & Collaboration
Work with cross-functional teams (Marketing, eCommerce, Supply Chain, Distribution, Credit, etc. ) to support business interactions for your focused channel of business; Support Systems Team with data entry and other administrative tasks needed for system development, implementation, upgrades, and testing; Partner with our training team to help new team members onboard by offering expertise in practice sessions; Facilitate fulfillment of orders through partnership with DC team and understanding of individual customer shipping requirements.
Communication Scope
verbal and written communication skills; effective listening; delivery of complex information through concise, clear communication
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