Senior Wholesale Specialist

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

📋 Description

• Interact with both internal and external customers through various communication channels including email and phone.

• Manage the requirements and needs of specialized accounts and queues.

• Address customer inquiries and issues by utilizing available system resources.

• Execute data entry and order management duties for orders and returns that require exception handling.

• Collaborate with cross-functional teams such as Marketing, eCommerce, Supply Chain, Distribution, and Credit.

• Collect and disseminate data on trends, issues, and factors to the Leadership team.

• Assist in system development, implementation, upgrades, and testing through administrative tasks and data entry.

• Develop and enhance content for customer-facing Help Centers.

• Create and update Helpdesk and Procedure Flow content for Specialists.

• Work with the training team to onboard new team members effectively.

• Manage escalated customer situations with professionalism.

• Oversee orderbook responsibilities for major national clients.

• Coordinate order fulfillment with the Distribution Center team while understanding customer shipping needs.

• Perform additional duties as assigned.

⛳️ Requirements

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

• A minimum of 2 years of customer service experience, preferably as a Runner Experience Specialist, or a proven ability to excel in the role's responsibilities.

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

• Strong understanding and proficiency in Enterprise Resource Planning tools, Order Management Systems, Payment systems, Salesforce Commerce Cloud, Warehouse Management Systems, and reporting tools.

• Exceptional verbal and written communication abilities.

• Proven excellence in customer service demonstrated through achievements in team KPIs.

• Capacity to thrive in a fast-paced environment while maintaining a positive demeanor and managing conflicting priorities.

• Ability to handle challenging situations constructively.

• Competence to work independently and collaboratively within a team.

• Outstanding interpersonal skills.

• Capability to assess situations and offer solutions and recommendations.

• Creativity and a proactive attitude.

• Commitment to embodying and promoting the Brooks values.

• At least 1 year of experience in Wholesale Order Management.

• Skill in analyzing data to detect inaccuracies or unexpected outcomes.

🏝️ Benefits

• Medical, dental, vision, life, and AD&D insurance.

• Disability insurance.

• Health Savings Account (HSA) with employer contributions.

• Flexible Spending Account (FSA).

• Family and fertility assistance.

• 401K Savings Plan with matching contributions.

• Employee assistance program.

• Transportation assistance.

• Three to five weeks of paid time off.

• Eleven paid holidays.

• Paid sick and parental leave.

• An annual bonus based on company performance may be available.

• Discounts on products.

• Employee recognition programs.

• Fitness discounts.

• Benefits for volunteering and donations.