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:TheB2C Customer Service Representative is responsible for providing industry-leading customer service to our direct consumers by assisting them in selection and ordering of our products, handling questions via various media and providing assistance for returns and credits. Additionally, as a member of the EMEA Customer Service Centre of Excellence, you will also play a prominent role in supporting the B2C Services in EMEA, including liaise with Ecomm amp; Global B2C services, in collaboration with the Customer Service Manager EMEA setting up, documenting and maintaining Standard Operating Procedures, SOP’s and Rules amp; Regulations for EMEA.Your Responsibilities
- B2C Customer service:
- Seek positive timely solutions to all B2C customer’s questions and concerns
- Communicate with customers via phone, chat, email and social media
- Quote product pricing and availability to the end consumer
- Process returns
- Track and report recurring problems and act as a problem identifier and solver
- Monitor customer orders through web channels
- Daily release and fraud checks of eCommerce orders
- Work with credit to resolve nvoicing errors
- Collaborate with the EMEA Ecommerce team on Product availability, merchandizing, complaints concerning website and/or processes
- Manage Brooks’ True Blue guarantee purchased thru our own website and other channels
- Other duties as assigned.
- EMEA B2C Support:
- Go to person for B2C questions across EMEA Customer Service teams.
- Maintain documentation with regards to B2C SOP’s, FAQ, Policies amp; Guidelines
- Overlook and ensure smooth order flow on B2C webshop systems across EMEA; troubelshoot when discrepencies occur
- Provide recommendations to EMEA Customer Service, ECommerce and IT concerning webshop Process Flows and System Enhancements
Qualifications
- MBO/HBO degree or equivalent experience required
- 1+ years customer service experience preferred
- Must be fluent English speaker and have basic cultural knowledge of the United Kingdom.
- Knowledge of athletic footwear, athletic apparel, and sports bras preferred
- Ability to manage time effectively and exhibit a strong ability to multi-task
- Strong interpersonal skills and the ability to deal with adverse situations positively.
- Computer proficiency: Word, Excel, Outlook, 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.
- Basic knowledge of documenting Process Flows and Process descriptions
- 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!
By submitting this application, you expressly make the following representations and warranties and give your consents as described below:Brooks Sports, Inc. collects your personal data for the purposes of managing Brooks Sports, Inc.'s recruitment related activities as well as for organizational planning purposes globally. Consequently, Brooks Sports, Inc. may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment.
Brooks Sports, Inc. does not disclose your personal data to unauthorized third parties. However, as a globa