Senior Runner Experience Wholesale Specialist

Your Responsibilities

Communicate with internal and external customers via email, phone, and other communication channels, providing timely, accurate responses to inquiries and building relationships

Oversee the unique needs and requirements of specialized accounts and queues requiring strong business knowledge and technical skills

Seek positive, timely solutions to all customer questions and concerns, using a variety of system resources

Process data entry and order management tasks for orders and returns that require exception handling

Work with cross-functional teams (Marketing, eCommerce, Supply Chain, Distribution, Credit, etc.) to support business interactions for your focused channel of business

Gather data from patterns, issues, or factors you identify in the course of your work and share with the Leadership team to inform decisions on improving customer experience

Support Systems Team with data entry and other administrative tasks needed for system development, implementation, upgrades, and testing

Participate in the creation and optimization of customer-facing content for our Help Center for your channel of business

Participate in creating and modifying content for our Specialist-facing Helpdesk, Procedure Flow

Partner with our training team to help new team members onboard by offering expertise in practice sessions

Handle escalated customer situations as needed

Other duties as assigned

Manage orderbook responsibilities for the largest National customers

Facilitate fulfillment of orders through partnership with DC team and understanding of individual customer shipping requirements.

Your Qualifications

Associates degree or equivalent experience preferred

2+ years customer service experience with previous experience as a Runner Experience Specialist or demonstrated ability to perform the functions of the role to the highest standard

Intermediate to advanced proficiency in Microsoft suite, specifically Word, Excel, Outlook, Teams, PowerPoint

Advanced understanding and proficiency in the systems required in the lifecycle of an order: Enterprise Resource Planning tool, Order Management System, Payment systems, Sales Force Commerce Cloud, & Warehouse Management Systems, reporting tools, as needed per channel of service

Excellent verbal and written communication skills, demonstrating effective listening and delivery of complex information through concise, clear communication

Demonstrated excellence serving customers as proven through achievement in team KPIs

Able to work in a fast-paced environment while maintaining a positive attitude, balancing conflicting priorities to execute the most urgent work first

Ability to manage adverse situations positively

Proven ability to work effectively independently as well as with a team

Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company

Ability to quickly analyze the details of a situation and provide solutions, making recommendations when multiple solutions exist to create the best outcomes

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

Embraces and lives the Brooks values…