Senior Runner Experience Wholesale Specialist

Responsibilities Communicate with internal and external customers via email, phone, and other channels, providing timely, accurate responses and building relationships. Oversee 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 various 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 the focused channel. Gather data from patterns, issues, or factors identified during work and share with the Leadership team to inform decisions on improving customer experience. Support Systems Team with data entry and other administrative tasks for system development, implementation, upgrades, and testing. Participate in the creation and optimization of customer‑facing content for the Help Center for your channel. Participate in creating and modifying content for the Specialist‑facing Helpdesk, Procedure Flow. Partner with the 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, understanding individual customer shipping requirements. Qualifications Associate’s degree or equivalent experience preferred. 2+ years of customer service experience, preferably as a Runner Experience Specialist or similar role, with proven performance to the highest standard. Intermediate to advanced proficiency in Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint). Advanced understanding and proficiency in order lifecycle systems (ERP, Order Management, Payment systems, Salesforce Commerce Cloud, Warehouse Management, reporting tools). Excellent verbal and written communication skills, demonstrating effective listening and delivery of complex information. Demonstrated excellence in serving customers, proven through achievement in team KPIs. Ability to work in a fast‑paced environment while maintaining a positive attitude and managing conflicting priorities. 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 and effective working relationships across the company. Ability to quickly analyze details of a situation and provide solutions, making recommendations when multiple options exist. Demonstration of innovation and initiative—looking to improve products and processes while being willing to dive into details and help wherever necessary. Embraces and lives the Brooks values. 1+ year of wholesale order management experience. Ability to analyze data to identify inaccuracies or unexpected results. Compensation The pay range for this position, based out of the Brooks Seattle HQ, is $23.27 – $32.59 per hour. Base pay offered will vary depending on job‑related knowledge, skills, and experience. Benefits Brooks offers a robust benefits package including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401(k) savings plan and match, employee assistance program, and transportation assistance. Paid Time Off: Brooks offers generous time off including three to five weeks of paid time off, eleven paid holidays, paid sick and parental leave. Bonus: In addition to base pay, Brooks employees may be offered an annual bonus based on company performance. Perks: Product discounts, employee recognition, fitness discounts, volunteer and donation benefits. Equal Employment Opportunity At Brooks, we celebrate diversity & equity and are committed to creating an inclusive environment. We 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, 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. #J-18808-Ljbffr