Senior Wholesale Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with both internal and external customers through email, phone, and various communication platforms, ensuring timely and accurate responses to inquiries while fostering relationships.

• Manage the specific needs and requirements of specialized accounts and queues, necessitating strong business acumen and technical expertise.

• Proactively seek positive and timely solutions to customer questions and concerns, utilizing a range of system resources.

• Execute data entry and order management tasks for orders and returns that involve exception handling.

• Collaborate with cross-functional teams (Marketing, eCommerce, Supply Chain, Distribution, Credit, etc.) to facilitate business interactions within your designated channel.

• Collect data from patterns, issues, or factors identified during your work and communicate findings to the Leadership team to enhance customer experience.

• Assist the Systems Team with data entry and various administrative tasks necessary for system development, implementation, upgrades, and testing.

• Contribute to the creation and optimization of customer-facing content for our Help Center relevant to your business channel.

• Engage in the creation and modification of content for our Specialist-facing Helpdesk and Procedure Flow.

• Collaborate with our training team to support new team members' onboarding by sharing expertise during practice sessions.

• Address escalated customer situations as required.

• Perform additional duties as assigned.

• Oversee orderbook responsibilities for the largest National customers.

• Ensure the fulfillment of orders by partnering with the DC team and understanding the specific shipping requirements of each customer.

⛳️ Requirements

• An associate's degree or equivalent experience is preferred.

• A minimum of 2 years of customer service experience, with prior experience as a Runner Experience Specialist or a demonstrated capability to meet the role's functions at an exemplary level.

• Intermediate to advanced proficiency in Microsoft Office Suite, particularly Word, Excel, Outlook, Teams, and PowerPoint.

• Advanced understanding and proficiency in the systems essential for the order lifecycle: Enterprise Resource Planning tool, Order Management System, Payment systems, Sales Force Commerce Cloud, Warehouse Management Systems, and reporting tools as required by the service channel.

• Exceptional verbal and written communication skills, showcasing effective listening and the ability to convey complex information clearly and concisely.

• Proven excellence in customer service, evidenced by achievements in team KPIs.

• Ability to thrive in a fast-paced environment while maintaining a positive demeanor and prioritizing urgent tasks effectively.

• Capability to manage challenging situations positively.

• Proven track record of working effectively both independently and as part of a team.

• Strong interpersonal skills that build trust and foster effective working relationships across the organization.

• Ability to quickly assess details of a situation and provide solutions, making recommendations when multiple options exist to achieve optimal outcomes.

• Demonstration of innovation and initiative—constantly seeking ways to improve our products and processes while being willing to engage in details and assist wherever needed.

• Commitment to embracing and embodying the Brooks values.

• At least 1 year of Wholesale Order Management experience.

• Proficiency in analyzing data to identify inaccuracies or unexpected results.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and AD&D insurance.

• Disability insurance coverage.

• Health Savings Account (HSA) with employer contributions.

• Flexible Spending Account (FSA).

• Family and fertility assistance programs.

• 401K Savings Plan with matching contributions.

• Employee assistance program.

• Transportation assistance benefits.

• Three to five weeks of paid time off.

• Eleven paid holidays.

• Paid sick leave and parental leave.

• Annual bonus based on company performance.

• Discounts on products.

• Employee recognition programs.

• Discounts on fitness memberships.

• Volunteer and donation benefits.