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Customer Service Representative UK & IE

Brooks Running· Sales – Customer Service
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Hybrid (Birmingham)Full-timePosted 1mo ago

About the role

Frontline customer service role for Brooks retailers in UK & Ireland, focused on order processing, tracking, KPI performance, and cross-functional communication to ensure high standards of customer service.

Responsibilities

  • Respond to Sales Reps/accounts within 24 hours of initial inquiry and interact with customers via multiple channels (including social media, chat, text).
  • Enter and maintain Future Orders across systems and ensure timely and accurate shipment per operations & logistics protocols.
  • Track orders to provide estimated delivery times and coordinate with Operations/DC to adjust deliveries as needed.
  • Communicate an account’s shipping and packing requirements to the warehouse.
  • Place fill-in orders and provide inventory availability information to accounts and sales reps.
  • Proactively communicate with Sales Reps or Sales Management regarding order amendments and cancellations.
  • Issue RA numbers and defective credits within 5 working days.
  • Create and maintain customer database; answer inquiries and troubleshoot.
  • Create new customer accounts and manage billing/shipping address changes or new accounts as required.
  • Provide product information to help customers determine best products (apparel/footwear).
  • Handle B2B & B2C inquiries and maintain organized filing for orders and correspondence.
  • Provide invoices/order confirmations/dispatch notes as needed and process returns/credits; work with finance on invoicing issues.
  • Complete reports; provide Sales and Marketing support; maintain activity log of customer touchpoints.

Qualifications

  • Successfully completed sixth form college level (or equivalent).
  • Customer service experience preferred but not essential (training provided).
  • Computer proficiency: Excel, Word, Outlook.
  • Native English with clear verbal and written communication.
  • Strong attention to detail, organization, and ability to manage conflicting priorities.
  • Demonstrated initiative and willingness to dive into details and help out.
  • Proven ability to work effectively with retailers and consumers.
  • Strong interpersonal skills; ability to handle adverse situations positively.
  • Ability to interact professionally with all levels of the organization.
  • Excellent interpersonal skills to build trust and effective working relationships across the company, retailers, and customers.
  • Passion for Brooks’ sports activities is a plus, with emphasis on understanding and empathizing with runners to build loyalty.
  • Adherence to Brooks’ values: Runner First, Word is Bond, Champion Heart, There is no 'I' in Run, Keep Moving.

Skills

Required:Customer serviceCommunicationSales coordinationData entry / systems
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Brooks Running

Shop superior running shoes and apparel for men and women with free shipping and returns. Your search for great running gear starts and ends with Brooks Running.

Shop superior running shoes and apparel for men and women with free shipping and returns. Your search for great running gear starts and ends with Brooks Running.

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