Senior Runner Experience Wholesale Specialist

Job Description

REQUIREMENTS

• Associates degree or equivalent experience preferred
• 2+ years customer service experience with previous experience as a Runner Experience Specialist or demonstrated ability to perform the functions of the role to the highest standard
• 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 a situation and provide solutions, making recommendations when multiple solutions exist to create the best outcomes
• 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
• Embraces and lives the Brooks values
• 1+ Years of Wholesale Order Management Experience
• Ability to analyze data to identify inaccuracies or unexpected results

RESPONSIBILITES

• Communicate with internal and external customers via email, phone, and other communication channels, providing timely, accurate responses to inquiries and building relationships
• Oversee the unique needs and requirements of specialized accounts and queues requiring strong business knowledge and technical skills
• Seek positive, 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
• Work with cross-functional teams (Marketing, eCommerce, Supply Chain, Distribution, Credit, etc.) to support business interactions for your focused channel of business
• Gather data from patterns, issues, 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, implementation, upgrades, and testing
• 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, Procedure Flow
• Partner with our training team to help new team members onboard by offering expertise in practice sessions
• Handle escalated customer situations as needed
• Other duties as assigned
• Manage orderbook responsibilities for the largest National customers.
• Facilitate fulfillment of orders through partnership with DC team and understanding of individual customer shipping requirements.

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