Customer Service Systems Specialist, EMEA

As the Customer Service Systems Specialist, EMEA at Brooks, you are responsible for upholding the established standards of customer service excellence set by the Brooks EMEA team, representing Customer Service in IT projects and systems support as the business expert for CSR processes.

The Brooks Customer Service team meets the needs of retailers by building strong relationships and supporting them through order processing, tracking, reviewing performance against KPIs, and product explanation.

You will be the primary contact for our marketplace business (PPP) for EDI support, providing guidance and training. You will also support the Customer Service System Team Lead, EMEA in other EMEA IT projects for B2B Customer Service.

Who We Are

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!

Your Job

Marketplaces

• Work with new marketplaces and EMEA IT department to support in building EDI integration.
• Write business requirements for EDI integration for review and finalization by the CS and Systems Team Lead.
• Build workflows and work processes from a CS perspective in the context of EDI integration (marketplaces).
• Appoint and support local CS resources to conduct testing for system updates and implementations to ensure systems perform properly.
• Define test cases, prepare test data, perform tests, document results, and track defect resolution.
• Document standard operating procedures for CS processes.
• Develop a deep understanding of customer requirements and partner with IT to find solutions via ERP.
• Monitor for operational exceptions; collaborate with IT to resolve any technical issues.
• Train and provide support to the local Customer Service team after project go live.

EDI Support

• Develop a deep understanding of EDI process to support Customer Service team members and partner with IT to responsible any technical issues.
• Provide support and training to B2B Customer Service team in their daily work.
• Collaborate with Customer Service Systems Team Lead, EMEA to identify, implement, and test system enhancements.

Other Responsibilities

• Participate or lead small ad hoc Customer Service projects.
• Train and mentor other team members.
• Other duties as assigned.

Qualifications

• University degree or equivalent work experience
• 1+ years of customer service experience and EDI preferred
• Working knowledge of M3 or similar ERP systems functionalities and business processes
• Computer efficiency with Microsoft Excel, Outlook, and Word
• Proven ability to work effectively with retailers and consumers
• 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 the pieces fit together and affect one another
• 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 wherever necessary
• Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community
• Embraces and lives the Brooks values!