At Brooks, we believe a run can change a day, a life, the world. Everyone who works here is a key part of our obsession to make the best running gear on the planet. We want our business — which also happens to be our passion — to be a place where everyone feels welcome and comfortable being themselves. Our company culture defines us, bonds us together, and drives our success. We live this culture daily through our brand values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving. This means we always solve for the runner, do what we say we will, give it our all, are generous with our humanity, and find a way to keep moving every day, because joy is kinetic. The shoes and gear we develop, the experiences we create, and the partnerships we build should help make the run inclusive and accessible for all. We are taking a comprehensive and strategic approach to ensure our values are represented in our sport. We are committed to reducing barriers to participation in the run, the running industry, and the running community.

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.

The Runner Experience Team provides a world class customer service experience to all who run, every day, in a run happy way.

As a Temporary Runner Experience Specialist (Customer Service Specialist), you will respond enthusiastically to emails, calls, social media, chats, text and product reviews during our busiest season.

Details:

This is a temporary full-time position.

Start date: May 19, 2025 (Note: You will be required to attend virtual training the first full week you start - Monday through Friday, 8am to 5pm PT)

End Date: July 11, 2025

You will be responsible for providing expert product knowledge and supporting all areas of the business where a direct connection to a runner is present, including providing support for our website, marketing and events, and retail partners as well as fulfilling our product guarantee by evaluating product issues and providing solutions for runners. You will gather data on opportunities for improvement in the customer experience to keep us driving forward. You will be the first and last point of contact to resolve customer inquiries and concerns, ensuring conversations end with a surprised and delighted customer, every time.

Responsibilities:

Be available to answer calls up to 8 hours a day and respond to other written contact channels (including social media, chat, text) as needed . Ability to work any hours between 6am-5pm PDT, Sunday-Friday, and some holidays.

Communicate to customers with a passion for service and a sincere desire to help

Seek positive, timely solutions to all customer’s questions and concerns, using a variety of system resources

Learn about our products via onsite training and provide expert product advice, acting as a brand ambassador.

Order administration including placing, tracking & modifying orders, processing returns, and researching delays or errors.

Evaluate and track root cause of customer contacts to provide data for continuous improvement, reporting recurring issues quickly to appropriate leadership.

Respond to challenging situations positively, de-escalate frustrated customers

Evaluate situational needs to determine and execute appropriate solutions

Manage time effectively and exhibit a strong ability to multi-task

Access and combine information from multiple systems to provide order details and analyze problems when they occur

Assist with order fulfillment when automated processes fail

Recognize potential fraudulent web transactions and escalate when appropriate

Work with cross-functional teams to assist customers

Other duties as assigned.

Qualifications:

Available to work 40 hours a week from May 19, 2025 to July 11, 2025.

Associates degree or 1+ years customer service experience required (Contact Center or Specialty Run experience a bonus!)

Computer proficiency: Word, Excel, Outlook, Social Media

Accuracy in typing (60 wpm), spelling and grammar.

Excellent verbal and written communication skills, demonstrating effective listening through concise, clear communication.

Can work in a fast-paced environment while maintaining a positive attitude, balancing conflicting priorities to execute the most urgent work first

Ability to learn various business systems and navigate between them to execute job efficiently

Ability to manage adverse situations positively

Proven ability to work effectively independently as well as with a team

Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company.

Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another.

Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots.”

Ability to quickly analyze the details of a situation and provide solutions, making recommendations when multiple solutions exists to create the best outcomes.

Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help wherever necessary.

Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community.

Embraces and lives the Brooks values!

Compensation:

Pay is $21.50 per hour if located within 35 miles of Seattle. Pay is $18.50 per hour for all other locations.

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 up 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.

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, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal 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.

Temporary Customer Service Specialist - Direct to Consumer

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