Associate, Customer Service Development

Company Overview

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brothers Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Why Work at Brother?

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer-centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

Role Overview

About the Program

The Customer Service Development Program is a full-time, entry-level opportunity designed to help you build your career in customer service!

Youll begin as a Customer Service Development Associate, learning about our products, systems, and customer-centric approach by shadowing team members, completing training, and gradually gaining hands-on experience. After 69 months, youll be eligible for your first promotion, to Senior Associate. In this role, youll still be learning and training, but youll also take on more responsibilities in customer interactions and support, while continuing to build your confidence and skills. After another 69 months of the program, you will join the core team as a representative, marking your second promotion in just 1218 months! Youll go from a brand new customer service team member to a Brother call center expert, with two promotions and all the support you need to grow into your customer service career!

About the Role

The first stage is all about building your foundation. The Customer Service Development Associate focuses on learning, training, and shadowing, with early exposure to live customer support tasks. Youll gain experience using tools like chat, email, and customer service platforms, all while becoming an expert on Brothers products and how we deliver our At Your Side promise to our customers.

Whats in It for You?

This program provides a clear, structured path designed to support your growth and development, complete with two role advancements and two commensurate raises built into the expected timeline. Brother also invests in our employees development by offering access to online learning platforms, courses with our Learning and Development team, and the opportunity to take advantage of our educational assistance program, which covers up to 100% of tuition expenses, including textbooks and fees. Youll also enjoy the flexibility of our hybrid schedule, with the option to work from home up to two days a week!

Experience & Qualifications

Here are a few of the skills and experiences that we are looking for in our next successful Customer Service Development Associate:

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    Familiar with Working with Customers
    
    
    Whether youve worked in food service, retail, or something else entirely, if youve worked in a role where working directly with customers or clients was part of the job, you already have a strong foundation! If you are someone who enjoys customer interaction and is looking to build a career doing just that, this program is for you.
    
    
  
  
  
  
  



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    Customer-Focused
    
    
    This role will support and advocate for our customers. You should be passionate and excited about solving problems and making customers feel heard, supported, and valued.
    
    
  
  
  
  
  



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    Tech Savvy
    
    
    You dont need to be a technology expert, but youll be using a variety of systems and tools, including search engines, email, and a blend of familiar and unfamiliar tools we use to research, troubleshoot, and provide support. If youre comfortable on the computer, learning new technologies quickly, we will help you fill in the rest.
    
    
  
  
  
  
  

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    Eager to Learn
    
    
    We dont expect you to come in knowing everything; instead, we want someone who has a strong desire to learn. Well teach you what you need to know, and your curiosity and drive will be key to your success.
    
    
  
  
  
  
  



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    Adapts to Change Quickly
    
    
    - This is a new and evolving role, so youll be one of the first ones to experience the program and training plan, and your feedback may even help us make valuable changes for future participants. Were looking for someone who is excited about being part of something new and is ready to help us test and try different approaches as we refine the program toward its optimal state.
    
    
  
  
  
  
  

Additional Details for This Role

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid

Base Salary

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    This role has a non-negotiable program rate of $16 per hour ($33,280 annualized salary).
    
    
  
  
  
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    The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.
    
    
  
  
  
  
  

Our Benefits

We offer a comprehensive benefits package with diverse plan options to meet your familys needs, including health, vision, and dental insuranceall effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. Details are available at?

Our Mission, Vision & Culture

Our mission is to live our at your side promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed.

About Where We Work

Brothers corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always at your side for our customers.

Equal Opportunity Employer (EOE) Statement

Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at View email address on click.appcast.io .
Brother International Corporation