Customer Service Representative - Spain

Your Job

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The Customer Services Representative will be the frontline contact for Brooks Spanish retailers. You will be responsible for upholding the established standards of customer service excellence set by the Brooks Spanish team while always looking for opportunities to excel. Brooks Customer Services meet the needs of the retailer by building strong relationships and supporting them through order processing, tracking and reviewing performance against KPI’s as well as product explanation. Customer Services also communicate daily with Finance, Sales, Operations and Marketing, being an important line of communication for colleagues on the road.

1) Accurate entry and tracking of customer orders

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• Respond to reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner on all ways of communication.
  
• Enter Future Orders through different systems and ensure they are shipped timely and accurately.
  
• Track orders to provide estimated delivery times, and work with Operations team or DC to re‑arrange deliveries as needed.
  
• Communicate an account’s shipping and packing requirements to the warehouse.
  
• Place fill in orders as well as provide information on inventory availability to accounts and sales reps.
  
• Proactively communicate with Sales Reps or Sales Management regarding order amendments and cancellations.
  
• Issue RA numbers and defective credits as needed within 5 working days.
  

2) Create and maintain customer database, answer inquiries/troubleshoot

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• Creating new customer accounts.
  
• Communicate changes for an account to the appropriate party(s); i.e. billing or shipping address as changed, new phone number or email address or create complete new customer accounts if required.
  
• Provide accounts/consumers with information on our apparel and footwear lines and be able to help a customer determine which product is best for them.
  
• Deal with enquiries for B2B orders.
  
• Maintain and organize an up-to-date filing system for accounts orders and correspondence that can be easily accessed by others when needed.
  
• Work with credit to resolve invoicing issues. Fill out credit memos/debit as needed.
  
• Provide copy invoices/order confirmations/dispatch notes as needed.
  
• Process returns and issue credits when necessary.
  
• Supporting customers with FastTrack issues.
  

3) Perform special projects and additional duties as assigned

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• B2C customer service by phone and Zendesk.
  
• Complete reports as requested by sales and management.
  
• Other duties as assigned.
  

Qualifications

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• Successfully completed apprenticeship as business clerk or equivalent combination of experience preferred.
  
• 1+ years of customer service experience required, 2+ preferred.
  
• Proven experience required.
  
• EDI knowledge, ERP experience.
  
• Fluent in Spanish and good level in English level needed.
  
• Computer proficiency in Word, Excel, Outlook.
  
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication.
  
• 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 interact effectively and professionally with all levels of the organization.
  
• Strong ability to positively deal with adverse situations.
  
• 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. xghoner
  
• 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.
  

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