Senior Specialist, Customer Accounts

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 and operates in the United States with its Americas headquarters located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s 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 based on inclusion, collaboration, customer‑centricity, and social responsibility. We value work‑life balance and flexibility, offering a hybrid office schedule, casual dress code, and flexible Fridays. Our commitment to employee growth includes facilitated courses, certificate programs, and resources that enable self‑paced learning. Role Overview Senior Specialist, Customer Accounts is responsible for managing the end‑to‑end order management process for assigned customer accounts across multiple business units. The role ensures accurate and timely processing of orders, including EDI transactions, purchase requisitions, and pricing maintenance, while serving as the primary point of contact for customers regarding order status, shipping, and compliance requirements. It requires strong collaboration with internal teams such as Finance, IT, Demand Planning, and Warehouse Operations to maintain service excellence and operational efficiency. The Senior Specialist also supports continuous process improvement, provides training to team members, and ensures adherence to internal controls and compliance standards. Duties & Responsibilities Order Management Manage assigned account base for customers in assigned business units Answer inbound calls from customers related to orders Respond to and compose emails from customers regarding order tracking and status Create purchase requisitions and purchase orders to factory; work with factories to ensure accurate system communications of POs Create or oversee billings for direct‑ship customers and provide accrual information at month‑end Process Electronic Data Interchange (EDI) orders and provide EDI maintenance, including SKU management Partner with Finance and IT to ensure accurate sales recognition Process orders accurately and timely; collaborate with Warehouse Operations on shipment incident reports to identify root causes Create credits and billing for shipment errors and communicate with Finance Maintain sales order pricing and promotional/deal pricing by collaborating with business units Maintain customer master business partner data for assigned business units Communicate with factories to ensure accurate shipping and correct container errors Manage IBP allocation for top revenue customers in SAP; partner with Demand Planning to align orders with forecast Review orders for allocation and process changes as needed Support and train existing and new team members Work with management to review processes and propose improvements Create and maintain SOP documents and process maps; perform continuous improvement analysis Communicate with senior management on account status, order value, and process timing Communication Respond to customer inquiries via phone or email Provide updates on orders and shipping status, including billing and product arrival/delays Create reporting for customers and sales on order status, open order, backorder, and shipping information Assist with special requests as needed Partner with business units to understand customer needs Collaborate with shared services to maintain excellent customer experience Compliance Maintain knowledge of customer compliance requirements, if applicable Understand shipping, labeling, palletization and documentation requirements Maintain and review lead times and fixed order cycle for top customers Partner with planning to ensure fill‑rate and on‑time delivery expectations are met Adhere to internal controls and requirements for JSOx and Internal Audit; review process narratives and maintain control activities Experience & Qualifications Education High School Diploma or G.E.D. Associate's Degree in Business Administration or a related field (or equivalent experience) – Preferred Experience 5+ years of experience in customer service/customer‑facing roles Experience with high‑volume data entry Languages Spanish – Preferred Software / Technical Skills Intermediate proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) Proficient typing and data entry Ability to navigate websites, search engines, and online resources ERP experience and order entry module experience (SAP preferred) Other Skills, Knowledge & Abilities Excellent customer service skills Ability to multitask and work in a fast‑paced environment Strong verbal and written communication skills Strong attention to detail and follow‑up Ability to train team members on standard processes Ability to pivot and adjust processes to meet business needs Broad understanding of business functions and their interconnections Highly motivated self‑starter with strong critical thinking skills Additional Details For This Role This is a hybrid role. Employees may work remotely up to two days per week, subject to business needs. Assigned office days will be determined by the manager. Base Salary The targeted base salary range for this position is $66,560 – $80,080 per year. Base salary is determined by education, experience, knowledge, skills, and abilities of the candidate, as well as factors such as internal equity, cost of labor, and alignment with market data. Our Benefits We offer a comprehensive benefits package with diverse plan options to meet your family’s needs, including health, vision, and dental insurance—all 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. We also 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. About Where We Work Brother’s corporate headquarters for the Americas is in Bridgewater, NJ. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet. We also have employees based in Westminster, CO; Richmond, VA; and Perris, CA. Outside sales teams operate remotely, staying geographically close to the accounts they support. 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 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. #J-18808-Ljbffr Brother