Senior Specialist, Export

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 USA 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

The Senior Specialist, Export processes orders and supports international export accounts in Latin America/Canada for both internal and external customers by serving as the subject matter expert for the Export team. The role provides exceptional customer service by satisfying any specific customer requirements and ensuring the timely release of shipments and arrivals to final destinations. Orders are processed in SAP by reviewing inventory availability, keeping close communication and follow-up with internal and external stakeholders.This role prepares complete and accurate export documentation, complying with US Customs export laws and internal controls. The position reports on key metrics and participates in departmental planning as well as any system/process enhancements. The Senior Specialist, Export ensures that import/export operations are executed as per required specifications, reviewing the appropriate SOPs as needed, and keeping the management team informed of any issues. This role will serve as a team member coach for the export specialists, including, but not limited to direct training, as well as serving as a supportive partner in handling issue escalations.

Duties & Responsibilities

Order Processing & Administration

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    Process orders for export accounts in Latin America/Canada, including but not limited to the following tasks: accurate order entry, preparation of export documentation, coordinating shipments with warehouses, forwarding agents, processing returns/claims/adjustments, and providing proof of deliveries
    
    
  
  
  
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    Ensure that orders are allocated and processed on a timely manner upon allocation approvals and receipt of payment
    
    
  
  
  
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    Research and resolve customer and supplier issues
    
    
  
  
  
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    Partner internally with Finance teams to resolve credit issues or tax exemption guidance
    
    
  
  
  
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    Create and oversee billings for direct shipments from Brother factories to customers
    
    
  
  
  
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    Submit requests for credit and debit for shipment errors
    
    
  
  
  
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    Work with Technical Support on any overseas Quality Inspection shipment (QI order) and Customer Service for training machines/accessories to the overseas call centers
    
    
  
  
  
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    Collaborate with National Operations team on Shipment Incident Reports to identify root cause
    
    
  
  
  
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    Provide training and support to export specialists and team as needed
    
    
  
  
  
  
  

Customer Service/Communication

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    Perform daily communication with internal and external stakeholders (e.g. customers, sales reps, warehouses, forwarding agents, internal departments) and maintain a strong relationship with customer accounts
    
    
  
  
  
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    Ensure communications are provided to customers in a timely fashion including but not limited to weekly back-order availability and export documentation
    
    
  
  
  
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    Provide excellent customer service, ensuring that all inquiries are satisfactorily resolved in a timely fashion and escalating issues when necessary
    
    
  
  
  
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    Create a professional & trusting partnership with customers
    
    
  
  
  
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    Respond to inquiries within 24 hours of receipt
    
    
  
  
  
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    Monitor new orders via Outlook email mailbox
    
    
  
  
  
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    Handle the release of export warranty orders
    
    
  
  
  
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    Follow export Standard Operating Procedure (SOP) for subsequent processing
    
    
  
  
  
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    Participate in monthly and quarterly conference calls with the subsidiaries and customers
    
    
  
  
  
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    Partner with business units to understand the needs of the customer and maintain a strong relationship with customer accounts
    
    
  
  
  
  
  

Documentation

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    Ensure compliance with foreign regulations governing the shipment, receipt, and documentation of imported/exported products
    
    
  
  
  
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    Evaluate that all necessary documentation is placed in the appropriate order file, including but not limited to warehouse receipts, air waybills, ocean bills of lading, invoices for freight expenses, and other related correspondence
    
    
  
  
  
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    Maintain well-organized files for easy review; attach customer's PO, shipping instructions and any other communication regarding SAP orders
    
    
  
  
  
  
  

Reporting

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    Create, review, and provide reporting on key metrics
    
    
  
  
  
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    Generate reports constantly to monitor open and back-orders statuses
    
    
  
  
  
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    Work with management to review existing processes and provide insight into improvements/changes
    
    
  
  
  
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    Additional reporting as assigned
    
    
  
  
  
  
  

Experience & Qualifications

Education

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    Associate's Degree Business, Logistics, Supply Chain, or related field -
    
    
    
    
    preferred
    
    
    
    
    
    
  
  
  
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    High School Diploma (or G.E.D.)
    
    
  
  
  

Experience

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    Minimum 5 years Providing customer service via email, chat and/or telephone line -International Import/Export role in an Order Management and/or Supply Chain environment
    
    
  
  
  

Languages

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    Spanish
    
    
    
    
    Strongly
    
    
    
    
    
    
    
    
    preferred
    
    
    
    
    
    
  
  
  
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    Portuguese
    
    
    
    
    preferred
    
    
    
    
    
    
  
  
  
  
  

Software/Technical Skills

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    Microsoft Office (Word, Outlook, Excel, PowerPoint)
    
    
  
  
  
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    SAP - (OMS) Order Management Services Module
    
    
  
  
  
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    Knowledge of Incoterms and their application in Supply Chain Management
    
    
  
  
  
  
  

Other Skills/Knowledge/Abilities

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    Ability to problem solve and understand data
    
    
  
  
  
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    Ability to stay accurate, organized, and detail-oriented when handling multiple projects
    
    
  
  
  
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    Excellent customer service & communication skills (verbal & written)
    
    
  
  
  
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    Strong ability to prioritize and follow-up as needed with relevant parties for customer resolution
    
    
  
  
  
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    Ability to work extended hours, if needed
    
    
  
  
  
  
  

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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    The targeted base salary range for this position is
    
    
    $27.00 - $33.00
    
    
    hourly.
    
  
  
  
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    Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.
    
    
  
  
  
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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