B2B Customer Service Representative, UK & IE

UK, Birmingham - Customer Service Full Time
Who We Are:
Brooks is a team of passionate people united by a desire to do meaningful work, lead healthy lives and make a difference. We share a focused mission: to inspire everyone to run and be active. That’s it. No distractions—it’s all about the run. Our company culture defines us, bonds us together and creates the conditions for success. It is lived daily as a behavioral expression of our collective set of brand values: Runner First, Word is Bond, Champion Heart, There’s no “I” in run, Keep Moving. If you’re on our team, it means your part of creating something extraordinary. You are part of Brooks.

Your Job:
The B2B Customer Service Representative will support with the frontline contact for Brooks retailers in UK & Ireland. The Customer Service teamwork side by side with the UK/IE Sales team, where you will be aligned with a sales representative and work collaboratively together. You will be responsible for upholding the established standards of customer service excellence set by the Brooks in meeting (and excelling where possible), the needs of our retailers by building strong relationships and supporting them through order processing, tracking, and reviewing performance against set KPI’s as well as providing product explanations. Customer Service also communicates daily with Finance, Sales, Operations and Marketing, being an important line of communication for colleagues on the road. 

Your Responsibilities:
  • 1) Customer Order Tracking and Sales Coordination
  • Respond to Sales Reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner via various contact channels (including social media, chat, text).
  • Enter and maintain Future Orders through different systems and ensure timely and accurate shipment in accordance with our operations & logistics protocols (Booking-in).
  • Track orders to provide estimated delivery times, and work with Operations team or DC to re-arrange deliveries as needed.
  • Communicate an account’s shipping and packing requirements to the warehouse.
  • Place fill in orders as well as provide information on inventory availability to accounts and sales reps.
  • Proactively communicate with Sales Reps or Sales Management regarding order amendments and cancellations.

  • 2) Create and maintain customer database, answer inquiries/troubleshoot
  • Create new customer accounts.
  • Communicate changes for an account to the appropriate party(s); i.e., billing or shipping address as changed, new phone number or email address or complete a new customer account if required.
  • Provide accounts with information on our apparel and footwear lines to help customers determine which product is best for them.
  • Deal with enquiries for B2B orders.
  • Maintain an organized and up-to-date filing system for accounts orders and correspondence that can be easily accessed by others when needed.
  • Provide copy invoices/order confirmations/dispatch notes as needed.
  • Process returns and issue credits when necessary.
  • Work with finance to resolve invoicing issues. Fill out credit memos/debit as needed.
  • Process returns and issue credits when necessary.

  • 3) Other
  • Complete reports as provided by sales and management.
  • Provide Sales and Marketing Support as needed.
  • Other duties as assigned.
  • Maintain an activity log of all customer touch points.

  • Your Qualifications:
  • Successfully completed High School (or equivalent).
  • Computer proficiency: Excel, Word, Outlook.
  • Native in English, demonstrating effective listening through concise, clear verbal and written communication.
  • Keen attention to detail in planning, organization and execution of tasks, ability to manage conflicting priorities on a daily basis.
  • When times get tough, happy to roll up your sleeves!
  • Positive attitude and passion to succeed
  • Team player and happy to support your colleagues when needed
  • Strong interpersonal skills and the ability to deal with adverse situations positively.
  • Ability to interact effectively and professionally with all levels of the organization.
  • Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company, and with retailers and consumers.
  • Passionate participation in Brooks’ sports activities is 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.
  • Unwavering demonstration of Brooks’ corporate values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving!

  • What to do next!
    If you are interested in the role and feel you have the right passion, please apply and a member of the team will be in contact.
    Please do not worry if you are not from a customer service background, this role is about drive and motivation! We look forward to hearing from you!
    Reports to: Customer Service Manager UK&I
    Position Type: Permanent contract
    Position Location: Solihull, Birmingham, UK