Customer Service Representative, Benelux

Customer Service Representative, Benelux

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:

• 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:

The 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 the Benelux 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. As a Customer Service Representative, you also communicate daily with Finance, Sales, Operations, and Marketing.

Your Responsibilities:

Customer Order Tracking and Sales Coordination

• 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.
• Enter and maintain Future Orders through different systems and ensure timely and accurate shipment in accordance with our operations & logistics protocols (Booking-in).
• Track orders to provide estimated delivery times, and work with Operations team or DC to rearrange deliveries as needed.
• Communicate an account’s shipping and packing requirements to the warehouse.
• Place fill in orders as well as provide information on inventory availability to accounts and sales reps.
• Proactively communicate with Sales Reps or Sales Management regarding orders amendments and cancellations.
• Low volume B2C customer queries answered via phone call / email.

Create and maintain customer database, answer inquiries/troubleshoot

• Creating new customer accounts.
• Provide accounts with information on our apparel and footwear lines and be able to help a customer determine which product is best for them.
• Deal with enquiries for B2B orders.
• Provide copy invoices/order confirmations/dispatch notes as needed.
• Process returns and issue credits when necessary.
• Work with finance to resolve invoicing issues. Fill out credit memos/debit as needed.

Other

• Complete reports provided by sales and management.
• Sales and Marketing Support.
• Other duties as assigned.

Qualifications:

• 1+ years of customer service experience required; 2+ preferred.
• Proven experience required.
• EDI knowledge; ERP experience.
• Fluent in Dutch and a good level of English needed.
• Computer proficiency in Word, Excel, Outlook.
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication.
• 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 interact effectively and professionally with all levels of the organization.
• Strong ability to positively deal with adverse situations.
• 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.