Wholesale Customer Service Representative providing exceptional service to wholesale and corporate accounts. Assist in inventory management, order processing, and customer communications.
About the role
- Customer Service and Operations Specialist responsible for customer operations and services for Brooks EMEA distributors. Building strong distributor relationships and managing order processing.
Responsibilities
- Manage customer requests via existing customer service portals, such as Zendesk
- Be the first point of call for all distributors and ensure distributor satisfaction by autonomous and proactive problem solving behavior.
- Be the interface between distributors, Sales Manager Distribution and Business Planner Distribution as well as between transport and distributors for all customer service and operations related requests.
- Support Distribution Sales Manager by developing and implementing effective customer service processes
- Work with distributors, Distribution Manager, Finance and logistics teams to ensure payment for orders is received according to customer specific terms.
- Create and maintain a payment plan with distributor where necessary. Take care of Credit and Debit notes. Own the process to guarantee overall success and meet deadlines.
- Manage order entry process, tracking and supply of all distributor orders together with follow up and communication with distributors, accounts, business planner and sales in a timely manner. Maintain ongoing, continued close communication with distributors regarding product availability, delays, date changes, prices, consolidation options etc. and provide bi-weekly status reports to distributors
- Input, manage, and maintain accurate M3 order information: style numbers, customer specific prices, warehouses / facility, dates, customer PO #’s (if applicable), and shipping methods
- Manage international distributor production orders from receipt through to final delivery
- Ensure distributors are fully aware of seasonal order calendar for seasonal and sample orders
- Receive production orders from distributors; ensuring orders fit within guidelines set by operations teams and working with customers to promptly settle any discrepancies or issues
- Timely upload of customer orders to ERP system
- Coordinate with supply, operations and logistics teams regarding post production requirements for customers (country specific labeling, PO #’s, shipping instructions etc.)
- Responsible to maintain an organized orderbook rescheduling orders where necessary. Inform key stakeholders about updates as needed. Release and invoice orders from all warehouses in collaboration with Logistics.
- Manage at once requests from European warehouse and ex-USA requests for fill-in product between distributor and operations teams
- Work with distributors, Distribution Manager, Finance and logistics teams to ensure payment for orders is received according to customer specific terms. Create and maintain a payment plan with distributor where necessary. Take care of Credit and Debit notes. Own the process to guarantee overall success and meet deadlines.
- Work closely with the EMEA finance and customer service department to ensure smooth payment flows and order processes
Requirements
- Bachelor’s degree in international business or related field
- 1+ years’ experience working in the field of Customer Service/Operations or similar
- Knowledge of International trade/shipping and/or Retail customer service experience a plus
- Fluency in English (absolute must), other European language skills are a great plus
- Proficiency in Microsoft Word, Excel, and Outlook
- ERP systems desired
- 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.
- Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all of the pieces fit together and affect one another.
- Ability to work independently
- Self-motivation with strong organizational skills and problem solving abilities
- Ability to work in fast-paced environment and readily shift priorities as needed
- Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots.”
- 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 out wherever necessary.
- 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.
- Willingness to continuously learn and adapt to new challenges.
- Embraces and lives the Brooks values!
Benefits
- N/A
Job title
Job type
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Degree requirement
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