Customer Service and Commercial Specialist EMEA

Your Job

: The Customer Service and Commercial Specialist EMEA is responsible for managing all aspects of customer operations, customer services and commercial related topics such as marketing and sales for the Brooks EMEA distributors. You will play an important role on the Distribution and Trade team in providing an optimal experience for our distributor partners and acting as a liaison between internal Brooks’ teams and our Distributors for commercial related requests.

Your Responsibilities:

Customer Service and Operations: Manage international distributor production orders from receipt through to final delivery. Ensure distributors are fully aware of seasonal order calendar for seasonal and sample orders. Receive production orders from distributors; ensuring orders fit within guidelines set by operations teams and working with customers to promptly settle any discrepancies or issues. Timely upload of customer orders to ERP system Coordinate with operations and logistics teams regarding postproduction requirements for customers (country specific labeling, PO #’s, shipping instructions etc.) Manage order entry process, credit notes and tracking of all distributor orders together with follow up and communication with distributors, accounts, business planner and sales in a timely manner. Maintain ongoing, continued close communication with distributors regarding product availability, delays, date changes, prices, consolidation options etc.; providing bi-weekly status reports to distributors. Input, manage, and maintain accurate M3 order information: style numbers, customer specific prices, warehouses / facility, dates, customer PO #’s (if applicable), and shipping methods. Maintain an organized orderbook rescheduling orders where necessary. Inform key stakeholders about updates as needed. Work with logistics team to invoice orders – manually moving orders through system process. Coordinate at once requests from European warehouse and ex-USA requests for fill-in product between distributor and operations teams Coordinate details of European and ex-USA shipments with distributors, distribution center, and logistics team for shipment Commercial: Build open communication and trust with all distributors and ensure distributor satisfaction. Coordinate communication between distributors, Sales Manager Distribution and Business Planner Distribution for all commercial related requests. Support Distribution Sales Manager in the development and implementation of successful sales tools. Work with distributors, Distribution Manager, Finance and logistics teams to ensure payment for orders is received according to customer specific terms. Create and maintain a payment plan with distributor where necessary. Ensure processes are in place to guarantee overall success and meet deadlines. Work in frequent, close and proactive collaboration with Distribution Business Planner to ensure planning excellence. Coordinate the seasonal GTM with Distribution Manager EMEA Marketing: Manage all marketing requests and the marketing content pool (centralized content resource for our Distribution partners) to maximize Brooks visibility in the markets. Liase and connect with EMEA Marketing go-to-persons on a regular base. Attend EMEA Marketing meetings as necessary and ensure optimization in utilization of existing market strategies and tactics by maximizing the content throughout the team and the distributors. Ensure seamless communication with all DIS partners to further bolster the Brooks brand visibility across all markets and channels. Contribute to the creation of benchmark and status quo presentations based on market feedback as needed. Proactively check and screen current market setups including channel penetration and team setup for various marketing requests and improvements. Additional responsibilities as required by the position.

Qualifications:

Bachelor’s Degree in International Business or related field 1+ years’ experience working in the field of Customer Service/Operations or similar. Knowledge of International trade/shipping and/or Retail customer service experience a plus Fluency in English (absolute must), other European language skills are a great plus. Proficiency in Microsoft Word, Excel, and Outlook ERP systems desired Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication. 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 of the pieces fit together and affect one another. Ability to work independently. Self-motivation with strong organizational skills and problem-solving abilities. Ability to work in fast-paced environment and readily shift priorities as needed. 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.” 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 out wherever necessary. Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner in order to develop loyal, engaging relationships with our customers and the Brooks community. Willingness to continuously learn and adapt to new challenges. Embraces and lives the Brooks values By submitting this application, you expressly make the following representations and warranties and give your consents as described below: Brooks Sports, Inc. collects your personal data for the purposes of managing Brooks Sports, Inc.'s recruitment related activities as well as for organizational planning purposes globally. Consequently, Brooks Sports, Inc. may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment. Brooks Sports, Inc. does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, Brooks Sports, Inc. has international sites and Brooks Sports, Inc. uses resources located throughout the world. Brooks Sports, Inc. may from time to time also use third parties to act on Brooks Sports, Inc.'s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within Brooks Sports, Inc. group of companies as well as to third parties acting on Brooks Sports, Inc.'s behalf, including also transfers to servers and databases outside the country where you provided Brooks Sports, Inc. with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.

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