B2C Runner Experience Representative EMEA
Netherlands, Amsterdam
Sales – Customer Service /
Hybrid
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:
At Brooks, we’re passionate about delivering exceptional experiences that go beyond customer service—we aim to build meaningful connections. Our Runner Experience team (REx) is central to our commitment to creating seamless, omnichannel interactions that reflect our values of collaboration, innovation, and integrity. We believe that customer voices drive growth, and we’re on a mission to translate every touchpoint into a lasting impression.
The Runner Experience Representative EMEA delivers best-in-class support in English to our direct consumers across the region. This role is responsible for guiding customers in selecting and ordering products, placing orders by phone on their behalf when needed, responding to inquiries across multiple channels, and assisting with returns and credits.
Additionally, you will also play a prominent role in supporting the B2C Services in EMEA, including liaise with Ecomm & Global B2C services, in collaboration with the Manager, EMEA Runner Experience setting up, documenting and maintaining Standard Operating Procedures (SOP’s) and Rules & Regulations for EMEA.
Your Responsibilities:
- B2C Customer Experience & Order Support:
- Seek positive, timely solutions to all B2C customers’ questions and concerns.
- Communicate with customers via phone, chat, email, and social media.
- Quote product pricing and availability to the end consumer.
- Process returns.
- Monitor customer orders through web channels.
- Daily release and fraud check of eCommerce orders.
- Work with Finance credit to resolve invoicing errors.
- Manage Brooks’ Run Happy Promise guarantee purchased through our own website and other channels.
- Place orders for the customer by phone.
- Operational Support & Cross-Functional Collaboration:
- Collaborate with the EMEA Ecommerce team on product availability, merchandising, and complaints concerning the website and/or processes.
- Execute tests on any technical changes implemented.
- Maintain documentation with regards to B2C SOPs, FAQs, Policies & Guidelines.
- Monitor and ensure smooth order flow on B2C web shop systems across EMEA; troubleshoot when discrepancies occur.
- Other duties as assigned.
- Customer Experience Insights & Continuous Improvement:
- Track and report recurring problems and act as a problem identifier and solver.
- Provide recommendations to EMEA Customer Experience, Ecommerce, and IT concerning the customer journey, web shop process flows, and system enhancements.
- Act as a go-to person for B2C questions across EMEA Customer Experience teams.
Qualifications:
- MBO/HBO degree or equivalent experience required.
- 1+ years customer service experience preferred.
- Must be native English speaker and have basic cultural knowledge for the area you are responsible for.
- Knowledge of athletic footwear, athletic apparel, and sports bras preferred.
- Ability to manage time effectively and exhibit a strong ability to multi-task.
- Strong interpersonal skills and the ability to deal with adverse situations positively.
- Computer proficiency: Word, Outlook, Zendesk (preferred), social media.
- Accuracy in typing, spelling and grammar.
- Proven ability to work effectively independently as well as with a team.
- Can work in a fast-paced environment while maintaining a positive attitude.
- Exceptional verbal and written communication skills, with the ability to listen actively and convey information clearly, concisely, and professionally.
- Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company.
- Basic knowledge of documenting Process Flows and Process descriptions.
- Embraces and lives the Brooks values!
