Customer Service Specialist - Direct to Consumer

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.

The Runner Experience Team provides a world class customer service experience to all who run, every day, in a run happy way.

As a Temporary Runner Experience Specialist (Customer Service Specialist), you will respond enthusiastically to emails, calls, social media, chats, text and product reviews during our busiest season.

This is a temporary full-time position.

Start date:

October 19, 2026

(

Note:

You will be required to attend virtual trainings in your first and second full week upon your start - Monday through Friday, 8am to 5pm PT)

End Date:
March 12, 2027

You will be responsible for providing expert product knowledge and supporting all areas of the business where a direct connection to a runner is present, including providing support for our website, marketing and events, and retail partners as well as fulfilling our product guarantee by evaluating product issues and providing solutions for runners. You will gather data on opportunities for improvement in the customer experience to keep us driving forward.

You will be the first and last point of contact to resolve customer inquiries and concerns, ensuring conversations end with a surprised and delighted customer, every time.

• Be available to answer calls up to 8 hours a day and respond to other written contact channels (including social media, chat, text) as needed.
• Ability to work any hours between 6am-5pm PDT, Sunday-Friday, and some holidays.
• Communicate to customers with a passion for service and a sincere desire to help
• Seek positive, timely solutions to all customer’s questions and concerns, using a variety of system resources
• Learn about our products via onsite training and provide expert product advice, acting as a brand ambassador.
• Order administration including placing, tracking & modifying orders, processing returns, and researching delays or errors.
• Evaluate and track root cause of customer contacts to provide data for continuous improvement, reporting recurring issues quickly to appropriate leadership.
• Respond to challenging situations positively, de-escalate frustrated customers
• Evaluate situational needs to determine and execute appropriate solutions
• Manage time effectively and exhibit a strong ability to multi-task
• Access and combine information from multiple systems to provide order details and analyze problems when they occur
• Assist with order fulfillment when automated processes fail
• Recognize potential fraudulent web transactions and escalation when appropriate
• Work with cross-functional teams to assist customers
• Other duties as assigned.

• Available to work 40 hours a week from October 19, 2026 to March 12, 2027.
• Associates degree or 1+ years customer service experience required (Contact Center or Specialty Run experience a bonus!)
• Computer proficiency:
  Word, Excel, Outlook, Social Media
• Accuracy in typing (60 wpm), spelling…