Your Job
: The B2B Customer Services Representative is not a Contact Centre role where you will be endlessly on the phone, it is an operational support role function to our wider Sales Team, You will be the frontline contact for Brooks retailers in UK & IE and for your appointed Sales Reps. You will be responsible for upholding the established standards of customer service excellence set by the Brooks Customer Service team whilst always looking for opportunities to excel. Brooks Customer Services meet the needs of the retailers and Sales team by building strong relationships and supporting them through order processing, tracking and reviewing KPI’s as well as product knowledge. You will play a key role, being an important line of communication for colleagues on the road. Customer Services also communicate daily with Finance, Sales, Operations and Marketing.
Your Responsibilities:
1. Customer Order Tracking and Sales Coordination
2. 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.
3. Enter and maintain Future Orders through different systems and ensure timely and accurate shipment in accordance with our operations & logistics protocols (Booking-in).
4. Track orders to provide estimated delivery times, and work with Operations team or DC to rearrange deliveries as needed.
5. Communicate an account’s shipping and packing requirements to the warehouse.
6. Place fill in orders as well as provide information on inventory availability to accounts and sales reps.
7. Proactively communicate with Sales Reps or Sales Management regarding orders amendments and cancellations.
8. Create and maintain customer database, answer inquiries/troubleshoot
9. Creating new customer accounts.
10. Provide accounts with information on our apparel and footwear lines and be able to help a customer determine which product is best for them.
11. Deal with enquiries for B2B orders.
12. Provide copy invoices/order confirmations/dispatch notes as needed.
13. Process returns and issue credits when necessary.
14. Work with finance to resolve invoicing issues. Fill out credit memos/debit as needed.
15. Other
16. Complete reports as provided by sales and management.
17. Provide Sales and Marketing Support as needed.
18. Other duties as assigned.
19. Maintain an activity log of all customer touch points
Your Qualifications:
20. Successfully completed High School (or equivalent).
21. Customer service experience is preferred but not essential as full training will be given.
22. Computer proficiency: Excel, Word, Outlook.
23. Native in English, demonstrating effective listening through concise, clear verbal and written communication.
24. Proven ability to work effectively with retailers and consumers.
25. Keen attention to detail in planning, organization and execution of tasks, ability to manage conflicting priorities on a daily basis.
26. 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.
27. When times get tough, happy to roll up your sleeves!
28. Positive attitude and passion to succeed.
29. Team player and ability to work within a small team.
30. Strong interpersonal skills and the ability to deal with adverse situations positively.
31. Ability to interact effectively and professionally with all levels of the organization.
32. Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company, and with retailers and consumers.
33. An unwavering demonstration of Brooks’ corporate values: Runner First, Word is Bond, Champion Heart, There’s no ‘I’ in run, Keep Moving!