Customer Service Representative UK&ie

BROOKS; Birmingham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in sports gear is looking for a B2B Customer Services Representative in Birmingham who will support the Sales Team in maintaining customer relationships. The role involves order processing, customer inquiries, and coordinating with various operational teams. The ideal candidate is detail-oriented and customer-focused, with strong communication skills and a positive attitude, ready to embody the values of the company.

Qualifications

• Customer service experience preferred but not essential; full training provided.
• Native English speaker with clear verbal and written communication skills.
• Ability to interact professionally at all organizational levels.

Responsibilities

• Customer Order Tracking and Sales Coordination.
• Respond to Sales Reps/accounts within 24 hours of inquiry.
• Process returns, issue credits, and work with finance on invoicing issues.

Skills

Communication

Organization

Attention to Detail

Customer Service

Proactivity

Education

High School diploma or equivalent

Tools

Excel

Word

Outlook

Job description

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 Run - We stay generous with our humanity
• Keep Moving - We 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:

The B2B Customer Services Representative is not a contact centre role where you will be endlessly on the phone; it is an operational support role for our wider Sales Team. You will be the frontline contact for Brooks retailers in UK & IE and for your appointed Sales Reps. Your responsibilities include upholding customer service standards, building strong relationships, supporting order processing, tracking, reviewing KPIs, and sharing product knowledge. You will serve as a key communication link for colleagues on the road and coordinate daily with Finance, Sales, Operations, and Marketing.

Your Responsibilities:

• Customer Order Tracking and Sales Coordination
• Respond to Sales Reps/accounts within 24 hours of inquiry, maintaining professionalism and helpfulness across contact channels.
• Enter and maintain future orders, ensuring timely and accurate shipments according to logistics protocols.
• Track orders, provide estimated delivery times, and coordinate with Operations or DC for delivery adjustments.
• Communicate shipping and packing requirements to the warehouse.
• Place fill-in orders and inform accounts about inventory availability.
• Proactively update Sales Reps or Management on order changes or cancellations.
• Create and maintain customer database, answer inquiries, troubleshoot issues, and create new customer accounts.
• Provide information on apparel and footwear lines, assisting customers in product selection.
• Handle B2B order inquiries and provide necessary documentation such as invoices and dispatch notes.
• Process returns, issue credits, and work with finance on invoicing issues.
• Complete reports, support Sales and Marketing activities, and perform other duties as assigned.
• Maintain an activity log of all customer interactions.

Your Qualifications:

• High School diploma or equivalent.
• Customer service experience preferred but not essential; full training provided.
• Proficiency in Excel, Word, Outlook.
• Native English speaker with clear verbal and written communication skills.
• Effective at working with retailers and consumers.
• Strong attention to detail, organization, and ability to manage priorities.
• Innovative, proactive, and willing to help in various situations.
• Positive attitude, team-oriented, and able to build trustful relationships.
• Ability to interact professionally at all organizational levels.
• Embodies Brooks' values: Runner First, Word is Bond, Champion Heart, There's no 'I' in run, Keep Moving.