Customer Service Lead, Retail

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:

As the Runner Experience (REx) Retail Lead you will assist the Wholesale Senior Manager with the day-to-day running of the REx Retail team, supporting a team of customer service specialists in all aspects of their work. As a Lead you are the first point of contact for account escalations while leading the Senior Specialists in assisting with allocation challenges and monitoring the team’s order book. In this role, you proactively monitor inbound queue volumes and ensure daily staffing needs are met. You deliver training and provide individual coaching and professional support to Specialists to ensure the team delivers superior Run Happy customer service.

• Maintain Retail team focus on the department vision and mission statements
• Participate in driving a culture of service, inspiring others to find joy in supporting retailers with all their order book needs
• Work with Customer Service Manager to ensure team metrics are being met
• Handle difficult situations with the Run Happy Spirit
• Train new employees and further develop current team members
• Participate in the interview process during Customer Service Specialist recruitment
• Support Retail team in daily queue responsibilities, including phone calls and emails as required by volume
• Ensure daily staffing needs are met
• Monitor calls or emails to ensure quality and consistency
• Monitor attendance and timecard reporting of Customer Service Specialists
• Assist with process documentation initiatives
• Act as a go to resource for a team of Specialists and Senior Specialists to discuss performance, metrics & workload to identify opportunities and strategies to improve quantity and quality of work
• Serve as the first line for escalated inquiries
• Conduct bi-weekly one-on-ones with an average of 5 Specialists to discuss performance, metrics, & workload to identify opportunities and strategies to improve quantity and quality of the work
• Perform quality assessment for calls and emails to provide step-by-step feedback to Specialists about the quality of the interaction
• Participate in cross-functional team meetings to ensure bi-directional feedback loops between the team and the rest of the organization
• Collect, write, disseminate information about Standard Operating Procedures (SOPs), business initiatives/changes to and from the team
• Participate in planning and delivery of individual & group training
• Other duties as assigned

• Associate degree in related field; may be substituted with equivalent, relevant experience
• 1+ years customer service experience required, 2+ years preferred
• Some leadership experience leading a team or managing direct reports required
• Experience with any or all of the following preferred: Outlook, Excel, Infor Smart Office - M3 (ERP), Zendesk; experience quickly learning new programs and understanding the connection between systems.
• Knowledge of athletic footwear, athletic apparel, and sports bras preferred
• Strong interpersonal skills and the ability to deal with adverse situations positively.
• Intermediate to advanced computer proficiency: Word, Excel, Outlook
• High typing speed & demonstration of intermediate to advanced computer skills like mastery of key commands as well as sophisticated functions of software preferred
• Can work in a high-paced environment and stay positive
• Excellent written and verbal communication skills
• Detail oriented, strong organization and documentation skills
• Ability to handle escalated situations well
• Proven ability to work effectively independently as well as with a team
• Ability to interact effectively and professionally with all levels of the organization

Compensation: The pay range for this position, based out of the Brooks Seattle HQ, is $26.21 - $36.69 per hour. Base pay offered will vary depending on job-related knowledge, skills, and experience.  

Other:

Brooks is proud to offer a robust benefits package to our employees and their families!

Benefits- including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K 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 also be offered an annual bonus based on company performance.

Perks- including product discounts, a home office stipend, employee recognition, fitness discounts, volunteer and donation benefits.

Location- You will spend 3 days per week in our Seattle offices, as we believe our organization flourishes when connections, collaboration, creativity, problem-solving, and celebrations happen in person.

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and 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, sensory, physical, or mental disability, marital status, pregnancy (including childbirth and related conditions), honorable discharge or military status, protected citizen status, actual or perceived victims of domestic violence, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained guide dog 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.