• Lead and manage the overall field support efforts for Brooks at both Specialty and Big Box accounts located within the territory • Support the Sales and Marketing teams with product launches, in-store merchandising, and creative grassroots programs • Collaborate with Sales management and Marketing on the success of National Account sell-through programs/in-store promotions • Educate and motivate the retail associates, runners, and relevant affiliates about Brooks technology and product leadership via brand/product clinics, drop-in visits, and events • Represent Brooks at national (and selected local) running events and expos – including set-up, breakdown, distribution of collateral, interaction with consumers and product trial • Complete weekly field notes with information about visits, clinics, and events, while also providing relevant product and competitor feedback • Feature in product videos for YouTube, Myagi, educational platforms, and social media on an as-needed basis • Responsible for utilizing and maintaining a yearly product seeding and corporate card budget, completing expense reports monthly • Maintain appearance and functionality of leased company vehicle and all Brooks equipment

• Lead and manage the overall field support efforts for Brooks at both Specialty and Big Box accounts located within the territory • At all accounts, support the Sales and Marketing teams with product launches, in-store merchandising, and creative grassroots programs • Collaborate with Sales management and Marketing on the success of National Account sell-through programs/in-store promotions • Educate and motivate the retail associates, runners, and relevant affiliates about Brooks technology and product leadership via brand/product clinics, drop-in visits, and events • Represent Brooks at national (and selected local) running events and expos – including set-up, breakdown, distribution of collateral, interaction with consumers and product trial • Complete weekly field notes with information about visits, clinics, and events, while also providing relevant product and competitor feedback • Feature in product videos for YouTube, Myagi, educational platforms, and social media on an as-needed basis • Responsible for utilizing and maintaining a yearly product seeding and corporate card budget, completing expense reports monthly • Maintain appearance and functionality of leased company vehicle and all Brooks equipment

• Communicate with internal and external customers via email, phone, and other communication channels, providing timely, accurate responses to inquiries and building relationships • Oversee the unique needs and requirements of specialized accounts and queues requiring strong business knowledge and technical skills • Seek positive, timely solutions to all customer questions and concerns, using a variety of system resources • Process data entry and order management tasks for orders and returns that require exception handling • Work with cross-functional teams (Marketing, eCommerce, Supply Chain, Distribution, Credit, etc.) to support business interactions for your focused channel of business • Gather data from patterns, issues, or factors you identify in the course of your work and share with the Leadership team to inform decisions on improving customer experience • Support Systems Team with data entry and other administrative tasks needed for system development, implementation, upgrades, and testing • Participate in the creation and optimization of customer-facing content for our Help Center for your channel of business • Participate in creating and modifying content for our Specialist-facing Helpdesk, Procedure Flow • Partner with our training team to help new team members onboard by offering expertise in practice sessions • Handle escalated customer situations as needed • Other duties as assigned • Manage orderbook responsibilities for the largest National customers. • Facilitate fulfillment of orders through partnership with DC team and understanding of individual customer shipping requirements.

• Supervise a team of Member Advocates (phone agents) and Processors focusing on daily operations to include staffing, problem resolution, reporting and quality assurance • Assist in the hiring, training and development of all new team members • Handle and resolve escalated caller inquiries • Assist with inbound and outbound calls during peak times to maintain services levels • Assist with producing reports and providing statistical information to management as requested • Conduct audits within the team to identify and implement workflow efficiencies • Perform and oversee quality review feedback with team members • Monitor workflow and department processes to improve call handling, system knowledge and communication skills, ensuring quality performance metrics are met • Consult with management to improve effectiveness and efficiency of workflow and communicate trends and escalated issues as appropriate • Ensure that all regulatory requirements are met and comply with internal policies and procedures