Customer Service Specialist - Wholesale

Brooks Running; Seattle (WA); Hybrid; USD 42,000 - 48,000; Full time

Benefits offered by this job

Product discounts

Employee recognition

Fitness discounts

Volunteer and donation benefits

Job summary

Brooks Running in Seattle is seeking a customer service professional to support wholesale and direct accounts. The role involves handling orders, inquiries, and returns while delivering Brooks-brand service to retailers and sales reps.

You will learn and navigate multiple systems, respond promptly to questions, and maintain accuracy in documentation. The position emphasizes collaboration, adaptability, and a positive attitude in a fast-paced environment.

Qualifications

• 1+ years of customer service experience preferred.
• Proficiency with Microsoft Office applications including Word, Excel, and Outlook.
• Accuracy in typing, spelling, and grammar.
• Ability to learn and navigate multiple business systems efficiently.
• Strong verbal and written communication skills with demonstrated active listening.

Responsibilities

• Communicate with internal and external customers via phone and written channels, providing timely and accurate responses while building relationships.
• Deliver exceptional service with a sincere desire to help customers find solutions.
• Provide product expertise and act as a Brooks brand ambassador.
• Complete order administration activities including placing, tracking, modifying, and canceling orders; processing returns; researching fulfillment issues, delays, or errors.
• Access and combine information from multiple systems to provide order details and analyze customer issues.
• Evaluate and track recurring customer issues, identify trends, and elevate opportunities for process improvement.

Skills

Customer service

Microsoft Office

Attention to detail

Communication skills

Tools

Word

Excel

Outlook

Job description

Responsibilities

• Communicate with internal and external customers via phone and written communication channels, providing timely and accurate responses while building positive relationships.
• Deliver exceptional service with a sincere desire to help customers find solutions.
• Seek positive, timely resolutions to customer questions and concerns using a variety of systems and resources.
• Provide product expertise and act as a Brooks brand ambassador.
• Complete order administration activities including placing, tracking, modifying, and canceling orders; processing returns; researching fulfillment issues, delays, or errors.
• Access and combine information from multiple systems to provide order details and analyze customer issues.
• Evaluate and track recurring customer issues, identify trends, and elevate opportunities for process improvement.
• Manage time effectively, balancing competing priorities while maintaining quality and accuracy.
• Respond positively to challenging situations and de‑escalate customer concerns when needed.
• Apply sound judgment to determine appropriate solutions based on customer and business needs.
• Maintain strong attention to detail while understanding the broader customer and business impact of decisions.
• Demonstrate innovation and initiative by identifying opportunities to improve customer experiences, systems, and processes.
• Operate independently in a remote environment while maintaining strong collaboration, responsiveness, and accountability to teammates, business partners, and customers.
• Other duties as assigned.
• Provide industry‑leading service to retail partners and sales representatives.
• Build strong relationships with retailer accounts and sales territories.
• Provide pricing, inventory availability, and order status information.
• Manage all aspects of wholesale order management, including order entry, revisions, future reservations, returns, and fulfillment monitoring.
• Utilize reporting tools to proactively manage territory order books.
• Monitor customer orders and provide updates to retailers and sales representatives.
• Work cross‑functionally with internal partners to resolve customer concerns and support business initiatives.
• Track recurring operational issues and act as a problem identifier and solver.
• Support specialized wholesale order requirements and account needs, as assigned.
• Understand and communicate product technologies and performance benefits to support retailer education and product conversations.

Qualifications

• 1+ years of customer service experience preferred
• Knowledge of athletic footwear, apparel, sports bras, or specialty retail environments preferred
• Proficiency with Microsoft Office applications including Word, Excel, and Outlook
• Accuracy in typing, spelling, and grammar
• Ability to learn and navigate multiple business systems efficiently
• Strong verbal and written communication skills with demonstrated active listening
• Excellent interpersonal skills that build trust and effective working relationships
• Strong problem‑solving skills with the ability to evaluate situations and recommend appropriate solutions
• Ability to work effectively both independently and collaboratively
• Ability to work in a fast‑paced environment while maintaining a positive attitude and balancing competing priorities
• Strong organizational skills and attention to detail
• Ability to understand how decisions impact customers, teammates, and business operations
• Ability to understand and empathize with runners to develop loyal, engaging customer relationships
• Demonstrates innovation, adaptability, and continuous improvement mindset
• Experience supporting retail accounts, sales representatives, or wholesale customers preferred
• Understanding of seasonal order reservations and wholesale fulfillment processes preferred
• Embraces and lives the Brooks values!

Compensation

Employees based out of the Brooks Seattle HQ office receive an hourly rate of $21.50, and these positions follow an onsite schedule that includes four days per week in the office.

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 – three to five weeks of PTO, eleven paid holidays, paid sick and parental leave.

Bonus – annual bonus based on company performance.

Perks – product discounts, employee recognition, fitness discounts, volunteer and donation benefits.

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and 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, 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.