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:As the B2C Customer Service Process amp; System Specialist, you will support the Direct-to-Consumer Customer Service team with delivering best-in-class customer support and consumer experience. In this role, you will provide individual coaching and deliver training to CS representatives, you will focus on establishing best practices and standards. You will proactively monitor inbound queue volumes to ensure daily staffing needs are met and model exemplary customer service by successfully handling escalated customer inquiries. You will also act as the B2C Customer Service systems expert. As well, you will play a key role in company projects and initiatives. Your Responsibilities:
- Work with EMEA Direct-to-Consumer CS Manager to ensure team metrics are being met
- Assist with training delivery and train new team members
- Support the CS team in daily queue responsibilities, including answering consumer emails during peak volume, processing returns, refunds, reviews etc.
- Ensure daily staffing needs are met to cover all daily operations: handling calls, email, refunds, fraud checks, cancellations).
- Monitor calls and emails to ensure quality and consistency via Customer Satisfaction Score (CSAT)
- Listen to calls and provide step-by-step feedback about the quality of the interaction.
- Participate in cross-functional team meetings to ensure bi-directional feedback loops between the team and the rest of the organization.
- Collect, write, disseminate information about Standard Operating Procedures (SOPs), business initiatives/changes to and from the team.
- Provide daily CS systems operations and support
- Monitor order flow from B2C websites through ERP and ensure all open orders are identified and addressed.
- Research, resolve and support issues with customer orders, returns or credits using returns portals and reports.
- Support CS Reps with questions and troubleshooting issues; escalate to IT as required and follow up on IT incidents
- Assist with creation of reporting of daily activities, resource planning, D2C Volume.
- Collaborate with cross-functional team members and IT to rollout system enhancements.
- Assist in gathering business requirements, testing and training new features/functionality.
- Act as a customer advocate (Voice of Customer) in project teams rolling out changes to systems or process relating to CS, communicating needs and contingencies that are specific to CS systems or customer experience.
- Partner with IT to ensure systems are meeting the needs of the team and customers
- Other duties as assigned
Qualifications:
- Bachelor’s degree or equivalent experience preferred
- 2+ years customer service experience required demonstrating the ability to handle escalated situations well.
- Demonstrated leadership skills
- Strong interpersonal skills and the ability to deal with adverse situations positively.
- Ability to work in a high-paced environment and stay positive
- Intermediate to advanced computer proficiency: Word, Excel, Outlook
- Excellent written and verbal communication skills.
- Detail oriented, strong organization and documentation skills
- Proven ability to work effectively independently as well as with a team
- Ability to interact effectively and professionally with all levels of the organization
- A passion for an active and healthy lifestyle
- Knowledge of athletic footwear, athletic apparel, and sports bras is an advantage
- High typing speed amp; demonstration of intermediate to advanced computer skills like mastery of key commands as well as sophisticated functions of software preferred
- Experience with any/all of the following preferred: SalesForce, Infor Smart Office - M3 (ERP), Cybersource; experience quickly learning new programs and understanding the connection between systems.
Our offer:
- 1-year contract, to begin with, but this is a long-term opportunity.
- 25 paid vacation days and 8 national holidays per year
- Contribution to your pension.