Customer Service Specialist II (Bilingual: French/English)

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 RunWe stay generous with our humanity  ·       Keep MovingWe 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:
*This position requires fluency in both French and English.
The Runner Experience Team provides a world-class customer service experience to all who run, every day, in a run happy way.  With a service model centered around providing best-in-class service, they celebrate the run through each interaction with the customer. The Customer Service Specialist II is responsible for supporting retailers in managing their business through order processing, tracking, and review, as well as product explanation. In addition, he/she will build strong relationships with our retailers to serve as a listening ear to the valuable insights and feedback they provide on our products and brand. 

Your Responsibilities:

• Responsible for accurate entry and tracking of customer orders and resulting follow-up and communication with customers
• Respond to reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner
• Ensure futures orders are shipped timely and accurately
• Place fill in orders as well as provide information on inventory availability to accounts and sales reps
• Issue RA numbers and defective credits as needed
• Communicate an account’s shipping and packing requirements to the warehouse
• Proactively communicate with Sales Management regarding large order cancellations
• Log specified topics into Salesforce tool to ensure consistent communication between departments


• Maintain customer database, answer inquiries/troubleshoot
• Communicate changes for an account to the appropriate party(s); i.e., billing or shipping address as changed, new phone number, or email address
• Provide accounts/consumers with information on our apparel and footwear lines, and be able to help a customer determine which product is best for them
• Maintain an organized and up-to-date filing system for accounts, orders, and correspondence that can be easily accessed by others when needed
• Work with Credit to resolve invoicing issues, filling out credit memos/debit memos as needed


• Direct to Consumer
• Support in daily queue responsibilities, including answering phone calls, chat messages, and emails from consumers, and social media messages linked to our Customer Relationship Manager (Zendesk) in both English and French
• Respond to customer inquiries outside of our Customer Relationship Manager, such as physical mail and voicemails forwarded by the front desk or colleagues in both English and French
• Participate in the creation of customer-facing content for our Zendesk Helpdesk to be displayed on the customer service section of the website
• Participate in the investigation of fraud orders and returns in collaboration with cross-functional teams 
• Serve as an escalation point for loss or damage claims, replacement orders, and returns through marketplaces, our own ecommerce site Brooksrunning.com, and through Brooks’ Run Happy Promise 90-day guarantee
• Other duties assigned, including projects and ad hoc requests


• Perform special projects and additional duties as assigned.
• Complete reports as requested by sales and management
• Reports to be completed on a regular basis to include Prepick, DSS, and hold monitoring
• Other duties as assigned 

Qualifications:

• High school diploma required 
• Bilingual in English and French, required
• 1 year customer service experience preferred
• Computer proficiency in Word, Excel, and 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 the pieces fit together and affect one another
• Excellent interpersonal skills that inspire and build trus,t resulting in effective working relationships across the company, and with retailers and consumers
• 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 wherever necessary
• 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! 

Compensation: The pay range for this position, based out of the Brooks' Burnaby, Canada location, is $20.57 - $28.80 per hour. Base pay offered will vary depending on job-related knowledge, skills, and experience.   
Other:Brooks is proud to offer a robust benefits package to our employees and their families!  
Location:You will spend at minimum 3 days per week in our Burnaby offices, as we believe our organization flourishes when connections, collaboration, creativity, problem-solving, and celebrations happen in person.
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, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal 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.