Who We Are:At Brooks, we believe a run can change a day, a life, the world. Everyone who works here is a key part of our obsession to make the best running gear on the planet.We want our business which also happens to be our passion to be a place where everyone feels welcome and comfortable being themselves. Our company culture defines us, bonds us together, and drives our success. We live this culture daily through our brand values: Runner First, Word is Bond, Champion Heart, There is no I in Run, and Keep Moving. This means we always solve for the runner, do what we say we will, give it our all, are generous with our humanity, and find a way to keep moving every day, because joy is kinetic.
Are you ready to help create something extraordinary?
Your Job: The B2B Customer Service Specialist Direct Business will be the frontline contact for Brooks Premium Platform Partner (PPP) retailers in EMEA. 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 as well as supporting the PPP team on seasonal orders, delivery and replenishment for a defined group of accounts. In this role, you will also be responsible for supporting the Marketplace needs including product data, orders and inventory replenishment. You will also support the E-commerce team with placing orders and providing updates on order status and product availability.
Your Responsibilities:
- 1) Premium Platform Partner order management amp; delivery schedule maintenance:
- Enter and maintain Future Orders through various systems and ensure timely and accurate shipment in accordance with operations amp; logistics protocols (Booking-in).
- Track orders to provide estimated delivery times, and work with Operations team or DC to re-schedule deliveries as needed.
- Communicate account shipping and packing requirements to the warehouse.
- Liaise with Direct Business team to ensure highest levels of service for priority accounts.
- Respond to PPP accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner via various contact channels.
- Place fill in orders as well as provide information on inventory availability to accounts and account analyst/Manager.
- Proactively communicate with Account Analyst or Sales Management regarding order amendments and cancellations.
- Respond to PPP enquiries and ensure key information is shared with relevant stakeholders.
- 2) Marketplace Customer Service:
- Support Online Marketplace Merchandising in maintaining marketplace master data.
- Maintain seasonal assortment data.
- Ensure product information available in ERP supports marketplace needs.
- Place pre-season orders and manage changes.
- Collaborate with Logistics on order delivery.
- Reserve and maintain inventory for replenishment orders.
- Review and place replenishment orders.
- Conduct testing to ensure systems and integrations perform properly.
- 3) EMEA e-Commerce Order Management:
- For EMEA eCommerce (BR.EU), place pre-season and in-season orders and manage changes.
- Proactively communicate with eCommerce Trade Manager regarding BR.EU order amendments, delays and cancellations.
- Respond to e-Commerce requests on product availability and replenishments.
- 4) Customer Service maintenance amp; Other:
- Respond to enquiries for B2B amp; B2C orders.
- Work with Finance to resolve invoicing issues and complete credit memos/debit as needed.
- Prepare sales reports for distribution to Sales and management.
- Process returns and issue credits when necessary
- Provide Sales and Marketing Support for B2C and B2B orders as needed.
- Other duties as assigned.
Your Qualifications:
- MBO/HBO degree or equivalent education and/or experience.
- Experience with ERP systems.
- Knowledge of Infor M3 Sales Management Module is a plus.
- Computer proficiency: Good Excel knowledge is a must, Word, Outlook.
- Proficient in English, demonstrating effective listening through concise, clear verbal and written communication. Additional language skills in Dutch or German are a plus.
- Keen attention to detail in planning, organization and execution of tasks, ability to manage conflicting priorities daily.
- 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 wherever necessary.
- Proven ability to work effectively with retailers and consumers.
- Strong organizational skills and the ability to follow up and follow through, while keeping all stakehol