Senior Specialist, Export

Company Overview Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. Our Americas headquarters is located in Bridgewater, New Jersey. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru. Role Overview The Senior Specialist, Export processes orders and supports international export accounts in Latin America/Canada for 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 Process orders for export accounts in Latin America/Canada, including accurate order entry, preparation of export documentation, coordinating shipments with warehouses, forwarding agents, processing returns/claims/adjustments, and providing proof of deliveries. Ensure that orders are allocated and processed in a timely manner upon allocation approvals and receipt of payment. Research and resolve customer and supplier issues. Partner internally with Finance teams to resolve credit issues or tax exemption guidance. Create and oversee billings for direct shipments from Brother factories to customers. Submit requests for credit and debit for shipment errors. Work with Technical Support on overseas Quality Inspection shipments and coordinate with overseas call centers for training machines/accessories. Collaborate with National Operations on Shipment Incident Reports to identify root cause. Provide training and support to export specialists and team as needed. Customer Service/Communication Maintain daily communication with internal and external stakeholders and manage relationships with customer accounts. Provide timely communications to customers, including weekly back-order availability and export documentation. Deliver excellent customer service and escalate issues as needed; respond to inquiries within 24 hours of receipt. Build professional partnerships with customers and participate in monthly/quarterly calls with subsidiaries and customers. Monitor new orders via Outlook mailbox and handle release of export warranty orders. Documentation Ensure compliance with foreign regulations governing shipment, receipt, and documentation of imported/exported products. Verify that all necessary documentation is in the order file (e.g., warehouse receipts, air waybills, ocean bills of lading, invoices for freight). Maintain organized files with customer PO, shipping instructions, and related SAP order communications. Reporting Create, review, and provide reporting on key metrics and monitor open and back-order statuses. Work with management to review processes and suggest improvements; provide additional reporting as assigned. Experience & Qualifications Education Associate's Degree in Business, Logistics, Supply Chain, or related field (preferred). High School Diploma (or G.E.D.). Experience Minimum 5 years providing customer service via email, chat, and/or telephone in an international import/export role within an order management or supply chain environment. Languages Spanish – Strongly preferred. Portuguese – Preferred. Software/Technical Skills Microsoft Office (Word, Outlook, Excel, PowerPoint) SAP - (OMS) Order Management Services Module Knowledge of Incoterms and their application in Supply Chain Management Other Skills/Knowledge/Abilities Problem solving and data interpretation abilities. Strong organization, accuracy, and attention to detail when handling multiple projects. Excellent customer service and written/verbal communication skills. Ability to prioritize and follow up with relevant parties to resolve customer issues. Willingness 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. Base Salary & Benefits The targeted base salary range for this position is $27.00 - $33.00 hourly. Base salary is determined by education, experience, knowledge, skills, and abilities, and other factors. This 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 health, vision, and dental insurance, effective from day one. 401(k) with employer matching, and educational assistance programs are available. Details are provided by the company benefits guide. EOE Statement Brother International Corporation is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, disability, or any other characteristic protected by law. Reasonable accommodations are available during the application or interview process. If you need an accommodation, contact View email address on click.appcast.io. #J-18808-Ljbffr Brother International Corporation