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Customer Care


Careers at Brookstone



Brookstone wants YOU!
We are currently accepting applications for seasonal positions in all stores.


We're Brookstone, the nation's leading specialty retailer and developer of unique products that do surprising, useful things in unexpected ways. We offer thousands of fun, smart products through our retail stores, catalogs, and online at brookstone.com.

Brookstone employees share a passion for fun, imaginative products that elevate everyday experiences. If you share this passion and believe you would make a strong addition to our team, we want to talk to you!


Brookstone recognizes that our people make a difference.  We offer a challenging and exciting environment with competitive wages, a generous store discount and substantial opportunity for growth. 


Brookstone is an Equal Opportunity Employer. 

Click here to view the Brookstone Code of Conduct and Ethics.

Career Opportunities: Brookstone Call Center and Distribution Center (Mexico, MO)



Career Opportunities: Brookstone Headquarters / Sales Support Center (Merrimack, NH)

 
Intellectual Property Legal Intern (Paid)
Buyer
Merchandise Director
Wholesale Marketing Coordinator
Benefits Manager
eCommerce Marketing Specialist
Sr. Programmer Analyst
eCommerce Vendor Relations Specialist
Innovation Senior Analyst
eCommerce Merchandise Coordinator

Career Opportunities: Brookstone District Managers



Career Opportunities: Brookstone Store Sales Manager


Store Sales Manager

Career Opportunities: Brookstone Assistant Store Sales Manager


Assistant Store Sales Manager

Career Opportunities: Brookstone Second Assistant Store Sales Manager


Second Assistant Store Sales Manager

Career Opportunities: Brookstone Seasonal Manager


Seasonal Manager

Career Opportunities: Brookstone Seasonal Assistant Manager


Seasonal Assistant Manager

Career Opportunities: Brookstone Sales Associate


Sales Associate



 
 

Brookstone Call Center and Distribution Center (Mexico, MO)


Brookstone Headquarters / Sales Support Center (Merrimack, NH)



Job: Intellectual Property Legal Intern
Location: Brookstone Corporate Headquarters, Merrimack, NH
Job Type: Internship (paid or for course credit)

SUMMARY:

Brookstone’s Legal Department in Merrimack, NH is seeking a legal intern to assist in the handling of a variety of legal assignments including, specifically, assignments issued at the direction of Brookstone’s Intellectual Property Counsel. During this internship, the Legal Intern will perform research on legal issues and draft memoranda answering questions and analyzing various legal issues, review contracts, assist in conducting patent and trademark clearances, and support Legal Department paralegals and attorneys as requested. Candidates for this position must have completed some intellectual property course work prior to coming on board.

In addition, the candidate will need to meet the following qualifications for consideration:
  • Self-starter and strategic thinker.
  • Ability to prioritize multiple tasks, work on several projects simultaneously, and meet assigned deadlines.
  • Excellent organization, time management, and keen attention-to-detail.
  • Strong verbal and written communication skills and ability to conduct a professional dialogue clearly and concisely.
  • Capable of working equally well on self-managed or team-oriented projects.
This is a paid position or available unpaid for course credit.

QUALIFIED CANDIDATES may apply on line at legaldepartment@brookstone.com Please reference in the title of your e-mail “Legal Intern” and include a cover letter, resume and transcript. Proof of citizenship, U.S. residency, or authorization to work full-time is required for this position.

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Job: Buyer
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full Time, Salary
Job Code: 7-14

SUMMARY:

The Buyer will have responsibility and accountability for the merchandising strategy, product development and category development of assigned categories. Creating multi-year plans, from vision to execution, across all channels of Brookstone. Met or exceeded financial goals define success within this role. This position requires a high level of passion and drive for merchandising, product development, as well as sound business judgment.

RESPONSIBILITIES INCLUDE:
  • Meeting with vendors, factories and other industry experts to represent the Brookstone value proposition. Maintaining healthy relationships with the community that benefit the long term goals of Brookstone.
  • Create a pipeline of new innovative and exclusive products for continuous growth. Management of the product development cycle for given categories. Facilitate and control the communication with the Asia sourcing offices and project management. Negotiate most favorable costs and terms possible.
  • Creation and execution of cross-channel merchandising/marketing plans, at the product level. Communicate sales and marketing strategies to the appropriate support groups such as Store Operations, Online, Creative, Distribution and Customer Care Center & Planning teams.
  • Financial management of the product profitability through the entire product lifecycle.
  • Internal collaboration with all cross functional areas to create remarkable product presentations and selling environments in all channels of sales.
EXPERIENCE:

Essential:
  • Two to five years experience as a Buyer and/or Product Development manager.
Desired:
  • 4 year college degree or equivalent
QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Job: Merchandise Director
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full Time, Salary
Job Code: 9-14

SUMMARY:

The Merchandise Director is responsible for the sales and profitability of one of the Merchandise Divisions at Brookstone. The Merchandise Director must define business strategies, identify opportunities, and conceive and develop innovative products that will ensure Brookstone’s position as a leader in the marketplace.

RESPONSIBILITIES INCLUDE:
  1. Analyze and manage business for future growth by building seasonal, twelve-month and three-year business plans. Steer the business daily through priority based implementation of these plans.
  2. Focus on the identification of new, innovative products and business opportunities. Thoroughly understand all business classifications. Gain insight from vendors, trade shows, our Customers and the rest of the marketplace to aggressively exploit all opportunities.
  3. Increase the penetration of Brookstone’s profitable proprietary products. Manage the product development process for every project.
    • Quantify business opportunities to justify and validate the project
    • Develop detailed product specifications
    • Provide clear daily communication with our overseas offices to ensure all details of every project are understood
    • Utilize overseas travel as an important means to clarify project details with manufacturers and our foreign offices
    • Maximize the effectiveness of Brookstone Laboratories by providing clear direction and follow up
  4. Drive current assortments to maximize performance. Take a proactive role in inventory management to ensure correct stock levels. Manage gross margin through ongoing review of pricing, costs and sales volume.
  5. Initiate, develop and maintain vendor relationships.
  6. Develop the Merchandise Coordinator to maximize productivity.
EXPERIENCE:

Essential:
  • College degree or equivalent experience.
  • Minimum of five years experience as a Buyer, preferably in a specialty store.
  • Domestic travel and product sourcing.
Desired:
  • Product development (from idea to implementation) experience
  • International travel and product sourcing
QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Job: Wholesale Marketing Coordinator
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full Time, Salary
Job Code: 12-14

SUMMARY:

Under the direction of the OVP GM Business Development, this person will execute the sales, brand and merchandising strategy for the customer base within the Wholesale Division (In-house accounts) to ensure the successful implementation of merchandising strategies, targeted product placement at retail and new product development; thereby achieving sales, margin and EBITDA targets.

RESPONSIBILITIES INCLUDE:

Manage Marketplace information and Analysis
  • Establish category war boards based on retailer assortments
  • Manage marketplace account basics
  • Product price point analysis
  • Category business trends
  • Maintain and manage assortment list by customer
  • Manage specific initiatives for retail partner businessr
  • Participate in pricing strategy
Product Management
  • Coordinate and communicate product updates to company
  • Manage the flow of samples on new items
  • Maintain updated files for new and current products
  • Maintain creative product database to include: sell sheets, product descriptions, customer presentation, product images
  • Maintain customer POS information
Manage Creative Turn In & Licensed product submissions
  • Prepare & present Business Development projects including Account signing, graphics, packaging and other Creative request.
  • Communicate product information to wholesale partners as needed.
  • Ensure licensed products are processed for approval and setup internally. This includes completing required forms for QA approval
EXPERIENCE:
  • At least two years merchandising, marketing or product development experience
  • Strong business background
  • Proven ability to serve internal and external customers timely, efficiently and reliably
EDUCATION:
  • 4 year undergraduate degree
  • Marketing
ADDITIONAL REQUIREMENTS:
  • Proven success working both independently as well as on a team
  • Business to business sales background
  • Ability to multi-task and prioritize workload
QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Job: Benefits Manager
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full Time, Salary
Job Code: 46-14

SUMMARY:

The Benefits Manager will Administer, implement, communicate and annually update all Company benefit programs in a multi-state, multi site environment. Create programs to manage costs while optimizing Company benefits. Keep management appraised of benefit trends and make change recommendations when appropriate. Set up processes and regularly monitor to ensure legal compliance. Utilize strong written and verbal communication skills.

RESPONSIBILITIES:

1. Manage the day to day administration of all Corporate, Distribution Center, and Field benefits programs:
  • Manage and administer all benefits programs including but not limited to Health, Dental, Vision, 401k, Pension, STD, Life / LTD /ADD, Flex Spending, FMLA, COBRA, Executive Physical and workers’ Comp and ensure regulatory compliance with all activities.Manage daily Vendor / Broker relationships with Health, Dental, Flexible Spending, Vision, Life Insurance, Pension, 401(k) and other insurance / benefits providers.
  • Ensure timely payment of weekly and monthly benefits program invoices.
  • Manage the strategic planning of the company offering of all Benefit programs. Implement annual policy renewals
2. Ensure Associate understanding of benefit programs by regularly generating communication and counseling employees/dependents as situations arise. Keep management apprised of potential problem areas and recommend/implement solutions as appropriate:
  • Inform and educate Associates on components of benefit plans and wellness.
  • Implement monthly and quarterly communication mechanism.
  • Utilize verbal and written communication skill to tactfully and confidentially resolve Associate benefits issues.
3. Responsible for legal compliance with all Federal and State governments and agencies:
  • Develop written benefits procedures documentation
  • Ensure periodic policy manual updates
  • Conduct annual 401k non-discrimination testing
  • Plan and conduct Retirement Committee Meetings
  • Manage external audits
  • Maintain updated knowledge of changes to Federal and State Benefit legislation.
  • Manage the planning, organization and implementation of annual Open Enrollment process
  • Maximize Associate participation in 401(k) retirement savings program
  • Manage Safety Committee for the Headquarters Building
  • Ad Hoc projects as assigned
REQUIREMENTS:
  • A bachelor’s degree and five (5) years’ Benefits experience
  • Experience in HRIS software ; preferably Lawson
  • Uunderstanding of Microsoft Excel, Word and Powerpoint
  • Experience administering Self Insured Benefit Plans
  • Prior experience with multi state, multi site Benefits Management
  • Demonstrated excellent communication skills.
  • Demonstrated flexibility to the needs of the business.

QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Job: eCommerce Marketing Specialist
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full Time, Salary
Job Code: 53-14

SUMMARY:

Develop, recommend and implement external shopping site strategies that drive incremental exposure, revenue and profit. Manage and optimize marketplace to maximize visibility and profitability and create a competitive advantage for Brookstone.

RESPONSIBILITIES:
  • Data feed optimization: Using 3rd-party channel management software, enhance external shopping feeds via tactics specific to each individual shopping marketplace (Amazon, eBay, Shop.com, etc). Perform across-the-board title enhancement to increase relevancy within each program. Optimize feature, attribute and keyword fields for applicable program to assure products are in appropriate categories with correct images, titles and descriptions.
  • Account management: Monitor seller-performance indicators such as shipping fulfillment latency, cancellation rate, and description accuracy to ensure top-rated seller status. When indicators are underperforming, take necessary corrective action to improve ratings. Assist with Customer care issues as they arise.
  • Order management: Work with multiple outside vendors to ensure orders are completed satisfactorily in a timely fashion.
  • Price Analysis: Using engine-specific tactics perform Brookstone v. competition price analysis and make recommendations to maximize exposure and profitability. Assist with weekly promotions by overseeing and optimizing deals for applicable program and provide assets needed to create promotions.
  • Reporting: Partners with the marketing team to collaborate a dashboard of marketing and financial metrics. As well as customer and order behavior.
EXPERIENCE:
  • BA/BS in Marketing, Business or related fields.
  • 2-3 years experience in eCommerce Marketing
  • Experience utilizing online direct response best-practices to drive profitability.
  • Solid technological skills. Comfortable with new technologies.
  • Strong analytical, organizational and communication skills essential.
  • Comfortable working in a collaborative team environment.
QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Job: Sr. Programmer Analyst
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full Time, Salary
Job Code: 02-15

SUMMARY:

This position’s primary role is: .Net and SQL Database Development, along with supporting existing systems:

.Net/SQL Database Development - The Applicant will be responsible to serve as a database developer working with various members of the staff to develop data-driven solutions to our reporting, maintenance, and system integration needs.


RESPONSIBILITIES INCLUDE:

.Net & SQL Database Development Support:
  • Participate in corporate projects for database design and application development
  • Work with project managers, vendors and other internal database team members, and managers to evaluate business drivers, technology and reporting requirements
  • Identify, analyze, and resolve data issues with existing reports, data feeds, and databases
  • Develop and maintain XML based data transfers using SFTP & Web services
  • Develop and maintain ASP .Net intranet applications
  • Develop ad-hoc reports using a variety of tools which may include SQL, Excel, and other query tools as necessary
  • Develop and maintain file exports to/from external systems and vendors such as data warehouse and financial databases
Support:
  • Provide technical assistance with existing .Net & SQL database applications
  • Provide technical assistance with existing ASP .Net intranet applications
  • On- call support rotation
EXPERIENCE:
  • Minimum 2 years experience with SQL and .Net development.
  • MS SQL, SSIS, SSRS, SSAS, Advanced MS Excel
  • XML, CSV
  • Stored Procedures
  • Automated Report Delivery Services, Data Architecture, Relational Database Management
  • Vendor Management
  • Batch Files and Integration Services
  • Familiarity with unit testing best practices
  • Retail Experience preferred
EDUCATION:
  • Prefer Bachelor’s Degree in Computer Science or equivalent work experience
QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Job: eCommerce Vendor Relations Specialist
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full Time, Hourly
Job Code: 03-15

SUMMARY:

This position is responsible for all post order fulfillment interactions with Third Party Vendors. This position requires a high attention to detail and the ability to manage relationships both internally and externally, in a fast paced, dynamic environment, keeping constant communication and interaction with Customer Care, Merchandising, eCommerce Marketing, and Third Party Vendors. This position is primarily responsible for post order interaction to ensure a positive customer experience. Daily tasks include but are not limited to training of Third Party Vendors, following up on issues and providing resolutions, managing customer inquiries through VendorNet and communicating responses to Customer Care team, monitoring KPI’s for a defined pillar (Tech, Travel, Wellness, Entertainment, Home, Outdoor/Seasonal), daily ad hoc reporting to measure KPI’s, and technical understanding to troubleshoot feed issues.

RESPONSIBILITIES:

Manage vendor communication and CCC communication:
  • Manage Supplier Hold (customer inquiries) comments for necessary action. Following up with Vendors to provide timely responses to customers on any inquires.
  • Communicate with Customer Care Center on any pending issues, working collaboratively to satisfy the customer.
  • Escalate any issues internally to provide a quick resolution.
Manage and maintain vendor inventory reports:
  • Daily management of Vendor Inventory Reports.
  • Communicating with Vendors to identify inventory issues, style number issues, and resolve stock problems providing visibility to Customer Care on potential inventory issues and solutions.
  • Daily management of inventory commitments and monitoring for compliance for Third Part Vendors.
  • Communication internally with eCommerce Merchants and eCommerce Merchandise Coordinators on any and all issues.
Manage third party affiliate channel orders:
  • Manage orders through Third Party Affiliate channels (Amazon, Ebay etc.) to monitor for compliance to third party KPI’s.
  • Communicate any and all issues with eCommerce Marketing and Customer Care.
Manage overdue orders:
  • Daily management and monitoring of Overdue Orders.
  • Communicating with Third Party Vendors on latency, identifying issues, and providing visibility to Customer Care.
  • Working with eCommerce Merchants to provide viable solutions and substitutions in the event of non-shipments.
  • Monitor Overdue Orders to ensure adherence to Brookstone On Time Shipping performance standards. Communicating with Third Party Vendors and providing feedback on performance.
  • Update estimated ship dates as necessary.
Manage vendor setup:
  • Setup New Vendors in VendorNet in accordance to New Vendor Setup Form.
  • Train new Vendors on software usage, assisting with all applications in VendorNet, answering questions and ensuring a solid understanding of Brookstone KPI’s.
  • Ensure proper Vendor associates have access to VendorNet, maintaining as necessary.
Monitor daily failure reports:
  • Monitor daily failure reports.
  • Working internally with IT and VendorNet to determine the root cause and corrective action.
REQUIREMENTS:

Essential:
  • Strong interpersonal relationships with the ability to work cross-functionally and collaboratively to complete tasks and meet deadlines both internally and externally.
  • Intimate knowledge of MS Office Suite, specifically Excel.
  • Attention to detail and ability to work in a fast paced dynamic environment.
  • High School Diploma required
  • Accuracy and tenacity
  • Good communication skills
  • Strong ability to multi- task
  • Ability to work independently and take initiative
Essential:
  • Bachelor’s Degree or related work experience.
  • Understanding of Drop Ship Business Model.
  • Experience with Island Pacific and Ecometry.
  • Strong analytical skills, ability to recognize trends, interpret data and provide quick suggestions and solutions.
  • Retail experience preferred
  • eCommerce experience preferred
  • Previous customer service experience preferred
QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Job: Innovation Senior Analyst
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full Time, Salary
Job Code: 04-15

SUMMARY:

The Brookstone Innovation team is responsible for working with external inventors and companies to uncover great products and technologies of potentially high value to Brookstone. The Innovation Senior Analyst is a key member of the Brookstone Innovation team and is responsible for helping to bring a new innovation platform to life and for the management and operation of the innovation platform once live. This role requires a person with experience in business enablement initiatives, a passion for data and a reputation for getting things done. This position is ideal for someone with a business background who has had exposure to product development, operations and data analytics.

A day in the life of our team includes
  • Working with our internal merchant teams to determine areas for external invention efforts;
  • Publishing challenges for external inventors and marketing challenges with those that may be interested in participating
  • Working with inventors to learn more about their products
  • Evaluating ideas for potential feasibility and business value with internal business partners
  • Preparing reports and presentations to help Brookstone select products
Responsibilities Include:
  • Create detailed requirements for the platform
  • Work with the vendor to configure and test the platform
  • Assist with building internal processes, communication templates, establishing workflow and operational procedures
  • Develop reports and dashboards within the platform
  • Perform data analysis and assist with building idea evaluation models
Once the innovation platform is live, these are the responsibilities:
  • Operate the platform- This includes posting challenges, commenting on ideas, managing workflow of activities and assignments, producing extracts and uploads as well as ad-hoc operational activities
  • Management reporting- evaluate performance of challenges, evaluate data, run reports and dashboards, evaluate data and make insights and run ad-hoc data analysis
  • Facilitate internal activities- create product review meeting materials, administer product review committee meetings, work with internal merchant teams to develop challenges, work with internal teams to understand feasibility of ideas
  • Communicate and engage with external investors and managing the inventor community through communication with inventors
  • Enhance the platform; recommend new features and help bring new features to life
EXPERIENCE:

Essential:
  • 4 year degree in any STEM subject or Business related degree, or equivalent experience.
  • Must have 3 or more years of experience as a Business Analyst
  • Must have experience on a business system integration project
  • Must have operational experience
  • Must have analytical experience and have experience analyzing data
  • Computer literacy including advanced MS-Excel skills and MS-Project skills
  • Ability to communicate with all levels upward, downward and laterally, assertive and a willingness to appropriately challenge and support business decisions
  • Self-starter, requiring minimal supervision
  • Ability to adapt to rapid changes and able to respond to urgent requests for information.
Desired:
  • Big-5 Consulting experience
  • Project management experience
QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Job: eCommerce Merchandise Coordinator
Location: Corporate Headquarters, Merrimack, NH
Job Type: Full-Time
Job Code: 05-15

SUMMARY:

Deadline driven position that involves maintaining vendor contacts and providing outstanding customer service skills. Responsible for maintaining consistent contact with vendors to ensure that all paperwork is received in a timely manner and that all product information is correct.

RESPONSIBILITIES INCLUDE:

Product Information Acquisition:
  • Check that all product information returned by the Vendor is complete and correct.
  • Use vendor’s website to find missing information and contact vendor through e-mail and phone.
  • Make sure all product information and images have been submitted by the Vendor.
  • Send paperwork to appropriate department for request of vendor number (Fill out vendor set up form and attach W9, PIF and insurance certificate), drop ship vendor set up, and sku creation.
Vendor Relations:
  • Checking documents (W9, PIF, Drop ship vendor set up form, FTP site request form, and ePIF) for accuracy.
  • Answer vendor questions about what stage their products are at in our system and an approximate time when they will be going on online.
SKU Creation/ Database Maintenance:
  • Setup initial product information across multiple, company-wide data bases.
  • Make updates/ edits to existing product information on both the website and company-wide data bases.
EXPERIENCE:

Associate must have a high school diploma or GED. Bachelor’s Degree preferred.
  • Knowledge of Excel or Lotus preferred.
  • Data entry skills
  • Accuracy
  • Tenacity
  • Good communication skills (written and verbal)
  • Experience with MS Office Suite and databases required
  • Ability to balance and prioritize multiple tasks
QUALIFIED CANDIDATES may apply on line at hr@brookstone.com Please include in the title of the email the position title you are applying for and your name. Also include a cover letter, resume, and salary history /expectation.

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Brookstone District Management, Store Management & Sales (Various)



Store Sales Manager
  • Responsible for managing one store.
  • Innovatively manages the Store by driving sales performance and controlling expenses.
  • Attracts and develops Store Management and Sales Associates who can successfully close sales with our Customers.
  • Previous retail management experience required, including responsibility for total Store operations.
Assistant Store Sales Manager
  • Assists the Store Sales Manager in all aspects of managing the Store and driving sales performance as detailed above.
  • Previous retail management experience required.
Second Assistant Store Sales Manager
  • This is an entry-level, non-exempt Management position.
  • Assists the Store Sales Management team in maximizing sales performance, both individually and through effectively directing the Sales Associates.
  • Previous retail experience, preferably with some supervisory experience.
Seasonal Manager and Seasonal Assistant Manager
  • During the second half of the year (generally, anytime between mid-Summer through December), Brookstone opens temporary/seasonal Stores throughout the country that close no later than during the week after December 25th.
  • These are hourly-paid positions.
  • The duties of the Seasonal Manager mirror those of the Assistant Store Sales Manager above, and the duties of the Seasonal Assistant Manager mirror those of the 2nd Assistant Store Sales Manager above.
Sales Associate
  • Able to actively and warmly engage the Customer and develop an instant rapport.
  • Meet individual sales goals by using in-depth product knowledge and selling skills.
  • Previous sales experience is helpful.
  • Please apply in person at a Brookstone Store.


Brookstone accepts applications online for the Store Management and Sales Associate positions listed above. Please click here to complete the online application process.
 
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