Customer Service Specialist II (Bilingual: French/English) at Brooks Running

Burnaby, British Columbia, Canada

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Sporting Goods, Apparel, RetailIndustries

Requirements

Fluency in both French and English

Responsibilities

Accurate entry and tracking of customer orders and resulting follow-up and communication with customers
Respond to reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner
Ensure futures orders are shipped timely and accurately
Place fill in orders as well as provide information on inventory availability to accounts and sales reps
Issue RA numbers and defective credits as needed
Communicate an account’s shipping and packing requirements to the warehouse
Proactively communicate with Sales Management regarding large order cancellations
Log specified topics into Salesforce tool to ensure consistent communication between departments
Maintain customer database, answer inquiries/troubleshoot
Communicate changes for an account to the appropriate party(s); i.e., billing or shipping address as changed, new phone number, or email address
Provide accounts/consumers with information on our apparel and footwear lines, and be able to help a customer determine which product is best for them
Maintain an organized and up-to-date filing system for accounts, orders, and correspondence that can be easily accessed by others when needed
Work with Credit to resolve invoicing issues, filling out credit memos/debit memos as needed
Direct to Consumer Support in daily queue responsibilities, including answering phone calls, chat messages, and emails from consumers, and social media messages linked to our Customer Relationship Manager (Zendesk) in both English and French
Respond to customer inquiries outside of our Customer Relationship Manager, such as physical mail and voicemails forwarded by the front desk or colleagues in both English and French
Participate in the creation of customer-facing content for our Zendesk Helpdesk to be displayed on the customer service section of the website
Participate in the investigation of fraud orders and returns in collaboration with cross-functional teams
Serve as an escalation point for loss or damage claims, replacement or

Skills

Key technologies and capabilities for this role

FrenchEnglishCustomer ServiceOrder ProcessingOrder TrackingRetail SupportProduct ExplanationRelationship Building

Questions & Answers

Common questions about this position

What is the work arrangement or location for this role?

This information is not specified in the job description.

What skills are required for the Customer Service Specialist II position?

Fluency in both French and English is required. Key skills include accurate order entry and tracking, professional customer communication, proficiency with Salesforce, and knowledge of apparel and footwear products to assist customers.

What is the company culture like at Brooks Running?

Brooks Running has a culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation, guided by values like Runner First, Word is Bond, Champion Heart, There is no 'I' in Run, and Keep Moving.

What are the main responsibilities of this role?

Responsibilities include accurate entry and tracking of customer orders, responding to inquiries within 24 hours professionally, managing futures orders and inventory, issuing RA numbers and credits, communicating with sales and warehouse, logging into Salesforce, maintaining databases, and providing product information.

Is bilingual proficiency required for this position?

Yes, fluency in both French and English is required for this role.

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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