Who We Are:
At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line.
Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.
Our brand values help bond us together and drive our success:
- Runner First
- We act in the best interest of the runner
- Word is Bond
- We do what we say we’ll do
- Champion Heart
- We give our all in everything we do
- There is no “I” in Run
- We stay generous with our humanity
- Keep Moving
- We find ways to move every day, because joy is kinetic!
We welcome everyone from every walk of life looking to inspire others through the power of movement - because we’re all moving towards something. Let’s run there.
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!
