Customer Service Specialist – Direct to Consumer

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Brooks Running

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1914

🛒 Retail

👗 Fashion

⚽ Sports

Retail • Fashion • Sports

Brooks Running is a company well-known for its extensive line of running shoes, apparel, and accessories for both men and women. They emphasize providing high-quality products that enhance the running experience, offering popular models like the Adrenaline GTS and Ghost series. Brooks Running also caters to various running needs, such as road, trail, treadmill, and gym shoes, as well as support options. Additionally, they offer sports bras, tops, pants, and outerwear for a complete running wardrobe. With special attention to customer engagement, Brooks provides a shoe finder tool, gift guides, and a running club to support and inspire their customers.

📋 Description

• Respond enthusiastically to emails, calls, social media, chats, texts, and product reviews during the busiest season • Provide expert product knowledge and support the website, marketing and events, and retail partners • Fulfill the product guarantee by evaluating product issues and providing solutions for runners • Serve as the first and last point of contact to resolve customer inquiries and concerns • Answer calls for up to 8 hours per day and respond to written contact channels as needed • Place, track, and modify orders; process returns; and research delays or errors • Evaluate and track root causes of customer contacts and report recurring issues to leadership • De-escalate frustrated customers and execute appropriate solutions • Access and combine information from multiple systems to provide order details and analyze problems • Assist with order fulfillment when automated processes fail • Recognize potential fraudulent web transactions and escalate appropriately • Work with cross-functional teams to assist customers • Gather data on customer-experience improvement opportunities

🎯 Requirements

• Available to work 40 hours a week from October 19, 2026 to February 12, 2027 • Associate degree or 1+ years of customer service experience required • Computer proficiency in Word, Excel, Outlook, and social media • Typing accuracy of 60 words per minute, with accurate spelling and grammar • Ability to work any hours between 6am–5pm PDT, Sunday–Friday, and some holidays • Excellent verbal and written communication skills and effective listening • Ability to work in a fast-paced environment while balancing conflicting priorities • Ability to learn and navigate various business systems • Ability to manage adverse situations positively • Ability to work independently and with a team • Excellent interpersonal skills and ability to build trust • Keen attention to detail in planning, organization, and task execution • Ability to anticipate effects of decisions on customers, partners, products, and departments • Ability to analyze situations, provide solutions, and make recommendations • Innovation and initiative in improving products and processes • Ability to understand and empathize with runners • Ability to embrace and live Brooks values

🏖️ Benefits

• Medical, dental, vision, life and AD&D insurance • Disability insurance • HSA and employer contribution • FSA • Family and fertility assistance • 401K Savings Plan and match • Employee assistance program • Transportation assistance • Paid company holidays • Paid sick and parental leave • Product discounts • Employee recognition • Fitness discounts • Volunteer and donation benefits