Hybrid Distribution Customer Service & Operations Specialist

at Brooks Running

• Job title: Distribution Customer Service & Operations Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ERP
• Location requirements: Hybrid, Munster, Germany

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