Who We Are:

Brooks is a team of passionate people united by a desire to do meaningful work, lead healthy lives and make a difference. We share a focused mission: to inspire everyone to run and be active. That’s it. No distractions—it’s all about the run. Through science, creativity, service, authenticity and connection, we obsess over delivering the best running gear on the planet. We do it our way, with our unique spirit, with a goal of being more relevant to runners than any other brand, day after day and mile after mile. We are determined to innovate, challenging ourselves to lead thought at every turn. Inside these walls and on the roads, tracks and trails, we live and breathe Run Happy, celebrating the positive impact running has on our lives and others. We inject it into all we do because it makes everything better, smarter, more fun and more memorable. Our company culture defines us, bonds us together and creates the conditions for success. It is lived daily as a behavioral expression of our collective set of brand values: Serve People, Lead Thought, Play As a Team, Compete Every Day, Demonstrate Integrity, Have Fun and Be Active. If you’re on our team, it means you’re part of creating something extraordinary. You’re part of Brooks.

Your Job:

The Runner Experience Specialist is responsible for providing industry-leading customer service to our direct consumers by assisting them in selection of products, fielding questions via various media, and providing assistance for returns. He/she will provide professional support and a superior customer experience in order to inspire everyone to be active and live a healthy lifestyle.

Your Responsibilities:

• Seek positive timely solutions to all customer’s questions and concerns
• Quote product pricing and availability
• Process returns
• Communicate with customers via phone, chat, email and social media
• Manage time effectively and exhibit a strong ability to multi-task
• Track and report recurring problems and act as a problem identifier and solver
• Monitor customer orders through web channels
• Review potential fraudulent web transactions
• Work with credit to resolve invoicing errors
• Support both the Brooks Sports and Moving Comfort brands
• Other duties as assigned

Qualifications:

• Bachelor’s degree or equivalent experience required
• 1+ years customer service experience preferred
• Knowledge of athletic footwear, athletic apparel, and sports bras preferred
• Strong interpersonal skills and the ability to deal with adverse situations positively.
• Computer proficiency: Word, Excel, Outlook, SalesForce, Social Media
• Accuracy in typing, spelling and grammar
• Proven ability to work effectively independently as well as with a team
• Can work in a fast-paced environment while maintaining a positive attitude

• 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 of the pieces fit together and affect one another.
• Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots.”
• 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.
• 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.
• Embraces and lives the Brooks values!