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, 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

The Specialist, Customer Accounts processes and coordinates the day-to-day order-related functions for customers. This role coordinates supply chain functions as it relates to the customers needs in order processing, customer inquiries, shipping, and returns. This position can also work with the Vendor Compliance team regarding processes that directly affect customer requirements and performance metrics.

Duties & Responsibilities

Process Customer Orders

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    Answer inbound calls from customers related to orders (approximately 25-35/day)
    
    
  
  
  
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    Respond to and compose emails from customers related to orders
    
    
  
  
  
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    Manually enter orders into the system
    
    
  
  
  
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    Release orders for delivery
    
    
  
  
  
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    Provide EDI maintenance (including sku management)
    
    
  
  
  
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    Resolve price holds
    
    
  
  
  
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    Add/Cancel/Update items on orders
    
    
  
  
  
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    Review/process order discrepancies (including credits and returns)
    
    
  
  
  
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    Adhere to internal controls and requirements
    
    
  
  
  
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    Process orders in a timely fashion without error
    
    
  
  
  
  
  

Communicate with Customers (internal and external)

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    Accept orders from customers via phone or email
    
    
  
  
  
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    Communicate changes/updates to orders
    
    
  
  
  
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    Provide updates to customers on shipping status, open orders, and product arrival
    
    
  
  
  
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    Create spreadsheets with order information, shipping performance, fill rate
    
    
  
  
  
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    Provide help with special requests as needed
    
    
  
  
  
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    Partner with business units to understand the needs of the customer
    
    
  
  
  
  
  

Customer Compliance Requirements

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    Maintain knowledge of customer compliance requirements
    
    
  
  
  
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    Understand shipping, labeling, and document requirements
    
    
  
  
  
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    Disseminate critical compliance components to National Operations, Technical Solutions, Sales, Transportation and IT
    
    
  
  
  
  
  

Experience & Qualifications

Education

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    High School Diploma or G.E.D.
    
    
    
    
  
  
  
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    Associate's Degree in Business Administration or a related field (or equivalent experience)
    
    
    Preferred
    
    
    
    
  
  
  

Experience

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    3+ experience of robust customer service skills, customer facing.
    
    
  
  
  
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    Experience with high-volume data entry
    
    
  
  
  
  
  

Languages

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    Spanish
    
    
    Preferred
    
    
    
    
  
  
  
  
  

Software / Technical Skills

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    Intermediate proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
    
    
  
  
  
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    Proficient typing and data entry
    
    
  
  
  
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    Ability to navigate websites, search engines, and online resources
    
    
  
  
  
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    SAP or related order entry modules
    
    
    Preferred
    
    
    
    
  
  
  
  
  

Other Skills, Knowledge & Abilities

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    Excellent customer service skills
    
    
  
  
  
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    Ability to multitask and work in a fast-paced environment
    
    
  
  
  
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    Strong verbal and written communication skills
    
    
  
  
  
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    Strong attention to detail and follow-up
    
    
  
  
  
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    Highly motivated self-starter with strong critical thinking skills
    
    
  
  
  
  
  

Additional Details for This Role

Hybrid Schedule:


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 rate range for this position is
    
    
    $ 25.00
    
    
    
    
    - $ 30.00
    
    
    
    
    hourly.
    
    
  
  
  
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    Base rate 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 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