Apply on Employer Site

Brooks Running · 1 month ago

Bilingual Customer Service Specialist II (French/English)

Canada, BC, Burnaby

Full-time

Onsite

Entry Level

$20.57/hr - $28.80/hr

1+ years exp

Brooks Running is dedicated to creating gear and experiences that enhance the joy of movement. They are seeking a Bilingual Customer Service Specialist II who will provide exceptional customer service to retailers, manage order processing, and build strong relationships to gather insights on products and brand.

ApparelFashionManufacturingShoesSporting Goods

Culture & Values

H1B Sponsor Likely

Responsibilities

Responsible for accurate entry and tracking of customer orders and resulting follow-up and communication with customers

Respond to reps/accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner

Ensure futures orders are shipped timely and accurately

Place fill in orders as well as provide information on inventory availability to accounts and sales reps

Issue RA numbers and defective credits as needed

Communicate an account’s shipping and packing requirements to the warehouse

Proactively communicate with Sales Management regarding large order cancellations

Log specified topics into Salesforce tool to ensure consistent communication between departments

Maintain customer database, answer inquiries/troubleshoot

Communicate changes for an account to the appropriate party(s); i.e., billing or shipping address as changed, new phone number, or email address

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

Maintain an organized and 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, filling out credit memos/debit memos as needed

Support in daily queue responsibilities, including answering phone calls, chat messages, and emails from consumers, and social media messages linked to our Customer Relationship Manager (Zendesk) in both English and French

Respond to customer inquiries outside of our Customer Relationship Manager, such as physical mail and voicemails forwarded by the front desk or colleagues in both English and French

Participate in the creation of customer-facing content for our Zendesk Helpdesk to be displayed on the customer service section of the website

Participate in the investigation of fraud orders and returns in collaboration with cross-functional teams

Serve as an escalation point for loss or damage claims, replacement orders, and returns through marketplaces, our own ecommerce site

Perform special projects and additional duties as assigned

Complete reports as requested by sales and management

Reports to be completed on a regular basis to include Prepick, DSS, and hold monitoring

Qualification

Bilingual (French/English)Customer service experienceComputer proficiencyCommunication skillsInterpersonal skills

Required

High school diploma required

Bilingual in English and French, required

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 the pieces fit together and affect one another

Excellent interpersonal skills that inspire and build trust, resulting in effective working relationships across the company, and with retailers and consumers

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'

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!

Preferred

1 year customer service experience preferred

Computer proficiency in Word, Excel, and Outlook

Benefits

Brooks is proud to offer a robust benefits package to our employees and their families!

Company

Brooks Running

Glassdoor4.3

Brooks Running designs and manufactures high-performance running shoes, apparel, and accessories for both male and female runners. It is a sub-organization of Berkshire Hathaway.

Founded in 1914

Seattle, Washington, USA

1001-5000 employees

http://www.brooksrunning.com

H1B Sponsorship

Brooks Running has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (4)

2024 (7)

2023 (3)

2022 (3)

2021 (1)

2020 (3)