Customer Experience Representative

Join Our Team at Brooks

At Brooks, we believe a run can change a day, a life, the world. Everyone who works here is a key part of our obsession to make the best running gear on the planet. We want our business — which also happens to be our passion — to be a place where everyone feels welcome and comfortable being themselves. Our company culture defines us, bonds us together, and drives our success. We live this culture daily through our brand values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving. This means we always solve for the runner, do what we say we will, give it our all, are generous with our humanity, and find a way to keep moving every day, because joy is kinetic.

Are you ready to help create something extraordinary?

Your Job

The B2C Customer Experience Representative (German Speaker) is responsible for providing industry-leading customer experience to our direct consumers of the DACH market by assisting them in selection and ordering of our products, handling questions via various media and providing assistance for returns and credits.

Additionally, as a member of the EMEA Customer Experience Centre of Excellence, you will also play a prominent role in supporting the B2C Services in EMEA, including liaise with Ecomm & Global B2C services, in collaboration with the Customer Experience Manager EMEA setting up, documenting and maintaining Standard Operating Procedures, SOP’s and Rules & Regulations for EMEA.

Your Responsibilities

• Seek positive timely solutions to all B2C customers’ questions and concerns.
• Communicate with customers via phone, chat, email, and social media.
• Quote product pricing and availability to the end consumer.
• Process returns.
• Track and report recurring problems and act as a problem identifier and solver.
• Monitor customer orders through web channels.
• Daily release and fraud checks of eCommerce orders.
• Work with credit to resolve invoicing errors.
• Collaborate with the EMEA Ecommerce team on Product availability, merchandizing, complaints concerning website and/or processes.
• Manage Brooks’ Run Happy Promise guarantee purchased through our own website and other channels.
• Other duties as assigned.

• Go to person for B2C questions across EMEA Customer Experience teams.
• Maintain documentation with regards to B2C SOP’s, FAQ, Policies & Guidelines.
• Overlook and ensure smooth order flow on B2C web shop systems across EMEA; troubleshoot when discrepancies occur.
• Provide recommendations to EMEA Customer Experience, Ecommerce, and IT concerning the customer journey, web shop Process Flows, and System Enhancements.

Qualifications

• Bachelor’s degree or Fachhochschulabschluss or equivalent experience required.
• 1+ years customer service experience preferred.
• Must be native German speaker and have basic cultural knowledge for the area you are responsible for.
• When you speak English too, that is a major advantage.
• Ability to manage time effectively and exhibit a strong ability to multi-task.
• Strong interpersonal skills and the ability to deal with adverse situations positively.
• Computer proficiency: Word, Excel, Outlook, social media.
• Accuracy in typing, spelling, and grammar.
• Proven ability to work effectively independently as well as with a team.
• Can work in a fast-paced environment while maintaining a positive attitude.
• 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.
• Basic knowledge of documenting Process Flows and Process descriptions.
• 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.
• Embraces and lives the Brooks values!

Inclusivity at Brooks

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, creed, color, national origin, age, sex, gender, gender identity or expression, two-spirit identity, sexual orientation, genetic information, sensory, physical, or mental disability, marital status, pregnancy (including childbirth and related conditions), honorable discharge or military status, protected citizen status, actual or perceived victims of domestic violence, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained guide dog by a person with a disability, or on any other basis protected by federal, state or local law, or any other non-merit based factors.