Customer Service Specialist - Wholesale

Your Job

: The Runner Experience (REx) team is the Brooks service organization and is second to none. As a member of the REx team, you will be obsessed with creating connections and ensuring that all customers – internal and external, business and customer – have what they need to run their path to a better self. As a Runner Experience Specialist at Brooks, you will provide industry-leading service though a variety of communication channels while serving as a trusted resource for customers, runners, retail partners, and internal teams. You will seek timely solutions to customer inquiries, manage order administration, provide product expertise, and contribute to continuous improvement efforts that enhance the customer experience. You will be the first and last point of contact for many customer interactions, building loyalty through exceptional service and ensuring every interaction reflects the Brooks commitment to helping people move through the world with confidence. As a Runner Experience Specialist, Wholesale at Brooks, you will provide industry-leading customer service directly to retail partners, ensuring success for them as they serve the needs of runners in their communities.

Responsibilities:

• Communicate with internal and external customers via phone and written communication channels, providing timely and accurate responses while building positive relationships.
• Deliver exceptional service with a sincere desire to help customers find solutions.
• Seek positive, timely resolutions to customer questions and concerns using a variety of systems and resources.
• Provide product expertise and act as a Brooks brand ambassador.
• Complete order administration activities including placing, tracking, modifying, and canceling orders, processing returns, and researching fulfillment issues, delays, or errors.
• Access and combine information from multiple systems to provide order details and analyze customer issues.
• Evaluate and track recurring customer issues, identify trends, and escalate opportunities for process improvement.
• Manage time effectively, balancing competing priorities while maintaining quality and accuracy.
• Respond positively to challenging situations and de-escalate customer concerns when needed.
• Apply sound judgment to determine appropriate solutions based on customer and business needs.
• Maintain strong attention to detail while understanding the broader customer and business impact of decisions.
• Demonstrate innovation and initiative by identifying opportunities to improve customer experiences, systems, and processes.
• Operate independently in a remote environment while maintaining strong collaboration, responsiveness, and accountability to teammates, business partners, and customers.
• Other duties as assigned.
• Provide industry-leading service to retail partners and sales representatives.
• Build strong relationships with retailer accounts and sales territories.
• Provide pricing, inventory availability, and order status information.
• Manage all aspects of wholesale order management, including order entry, revisions, future reservations, returns, and fulfillment monitoring.
• Utilize reporting tools to proactively manage territory order books.
• Monitor customer orders and provide updates to retailers and sales representatives.
• Work cross-functionally with internal partners to resolve customer concerns and support business initiatives.
• Track recurring operational issues and act as a problem identifier and solver.
• Support specialized wholesale order requirements and account needs, as assigned.
• Understand and communicate product technologies and performance benefits to support retailer education and product conversations.

Qualifications:

• 1+ years of customer service experience preferred
• Knowledge of athletic footwear, apparel, sports bras, or specialty retail environments preferred
• Proficiency with Microsoft Office applications including Word, Excel, and Outlook
• Accuracy in typing, spelling, and grammar
• Ability to learn and navigate multiple business systems efficiently
• Strong verbal and written communication skills with demonstrated active listening
• Excellent interpersonal skills that build trust and effective working relationships
• Strong problem-solving skills with the ability to evaluate situations and recommend appropriate solutions
• Ability to work effectively both independently and collaboratively
• Ability to work in a fast-paced environment while maintaining a positive attitude and balancing competing priorities
• Strong organizational skills and attention to detail
• Ability to understand how decisions impact customers, teammates, and business operations
• Ability to understand and empathize with runners to develop loyal, engaging customer relationships
• Demonstrates innovation, adaptability, and continuous improvement mindset
• Experience supporting retail accounts, sales representatives, or wholesale customers preferred.
• Understanding of seasonal order reservations and wholesale fulfillment processes preferred.
• Embraces and lives the Brooks values!

Compensation:

Our compensation reflects the cost of labor across US geographic markets.

Employees based out of the Brooks Seattle HQ office receive an hourly rate of $21.50, and these positions follow an onsite schedule that includes four days per week in the office.

Other:

Brooks is proud to offer a robust benefits package to our employees and their families!

Benefits- including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.

Paid Time Off- Brooks offers generous time off including three to five weeks of paid time off, eleven paid holidays, paid sick and parental leave.

Bonus- in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.

Perks- including product discounts, employee recognition, fitness discounts, volunteer and donation benefits.

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, creed, color, national origin, age, sex, gender, gender identity or expression, two-spirit identity, sexual orientation, genetic information, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal by a person with a disability, or on any other basis protected by federal, state, or local law, or any other non-merit based factors.