B2C Runner Experience Representative EMEA (French speaker) at Brooks Running

Amsterdam, North Holland, Netherlands

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Sporting Goods, Retail, Consumer GoodsIndustries

Requirements

MBO/HBO degree or equivalent experience
1+ years customer service experience preferred
Fluent in French and English
Basic cultural knowledge for the area of responsibility

Responsibilities

Seek positive, timely solutions to all B2C customers’ questions and concerns
Communicate with customers via phone, chat, email, and social media
Quote product pricing and availability to the end consumer
Process returns
Monitor customer orders through web channels
Daily release and fraud check of eCommerce orders
Work with Finance credit to resolve invoicing errors
Manage Brooks’ Run Happy Promise guarantee purchased through own website and other channels
Place orders for the customer by phone
Collaborate with the EMEA Ecommerce team on product availability, merchandising, and complaints concerning the website and/or processes
Execute tests on technical changes implemented
Maintain documentation with regards to B2C SOPs, FAQs, Policies & Guidelines
Monitor and ensure smooth order flow on B2C web shop systems across EMEA; troubleshoot when discrepancies occur
Content translations from English to French
Other duties as assigned
Track and report recurring problems and act as a problem identifier and solver
Provide recommendations to EMEA Customer Experience, Ecommerce, and IT concerning the customer journey, web shop process flows, and system enhancements
Be the go-to person for B2C questions across EMEA Customer Experience teams

Skills

French

Customer Service

Omnichannel Support

Order Processing

Phone Support

Brooks Running

High-performance running shoes and apparel

About Brooks Running

Brooks Running designs and sells high-performance running shoes and apparel for men and women. Their product range includes shoes for road running, trail running, treadmill workouts, and racing, as well as a variety of athletic apparel like shorts, tops, and outerwear. Brooks primarily targets fitness enthusiasts, professional athletes, and casual runners who value quality and performance. The company stands out from competitors like Nike and Adidas by emphasizing sustainability and innovation, with initiatives such as a LEED-certified headquarters and energy conservation efforts. Brooks aims to provide top-notch athletic gear while promoting environmentally friendly practices.

Seattle, WashingtonHeadquarters

1914Year Founded

M_AND_ACompany Stage

Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Comprehensive medical and dental coverage

PPO and high deductible health plan options

Life insurance

401(k) with company match

Generous paid time off

10 paid holidays + your birthday

Parental leave

Risks

CEO transition in April 2024 may lead to strategic shifts or disruptions.

Departure of key engineering talent could impact innovation in foam technology.

Significant investment in Seattle expansion could strain resources if not managed well.

Differentiation

Brooks Running focuses on high-performance running shoes and apparel for diverse activities.

The company emphasizes sustainability with LEED-certified headquarters and conservation goals.

Brooks Running offers personalized marketing and direct-to-consumer sales strategies.

Upsides

Collaboration with runDisney could attract Disney fans and boost brand visibility.

Partnership with NOW® Sports enhances credibility among elite athletes through 2024.

Expansion in Seattle's Fremont neighborhood indicates commitment to growth and innovation.

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