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. 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 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, complies with U.S. Customs export laws and internal controls, reports on key metrics, participates in departmental planning and system/process enhancements. The Senior Specialist, Export ensures that import/export operations are executed as per required specifications, reviews the appropriate SOPs as needed, and keeps the management team informed of any issues. The role also serves as a team member coach for the export specialists, providing training and support for issue escalations. Duties & Responsibilities Order Processing & Administration Process orders for export accounts in Latin America/Canada, including 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 on a timely basis 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 any overseas Quality Inspection shipment (QI order) and Customer Service for training machines/accessories to overseas call centers. Collaborate with National Operations team on Shipment Incident Reports to identify root cause. Provide training and support to export specialists and team as needed. Customer Service/Communication Perform daily communication with internal and external stakeholders (customers, sales reps, warehouses, forwarding agents, internal departments) and maintain strong relationships with customer accounts. Provide timely updates to customers, including weekly back‑order availability and export documentation. Respond to inquiries within 24 hours and resolve issues promptly, escalating when necessary. Create a professional & trusting partnership with customers. Monitor new orders via Outlook email mailbox. Handle the release of export warranty orders and follow export Standard Operating Procedure (SOP) for subsequent processing. Participate in monthly and quarterly conference calls with the subsidiaries and customers. Partner with business units to understand customer needs and maintain strong relationships. Documentation Ensure compliance with foreign regulations governing the shipment, receipt, and documentation of imported/exported products. Verify that all necessary documentation is placed in the appropriate order file, including warehouse receipts, air waybills, ocean bills of lading, invoices for freight expenses, and related correspondence. Maintain well‑organized files for easy review; attach customer's PO, shipping instructions and any other communication regarding SAP orders. Reporting Create, review, and provide reporting on key metrics. Generate reports to monitor open and back‑order statuses. Work with management to review existing processes and provide insights into improvements/changes. Produce 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 or order management environment. Languages Spanish – strongly preferred. Portuguese – preferred. Software/Technical Skills Microsoft Office (Word, Outlook, Excel, PowerPoint). SAP – Order Management Services Module. Knowledge of Incoterms and their application in Supply Chain Management. Other Skills / Knowledge / Abilities Strong problem‑solving and data analysis skills. Ability to remain accurate, organized, and detail‑oriented while handling multiple projects. Excellent verbal and written customer service & communication skills. Strong ability to prioritize and follow‑up to resolve customer issues. Willingness to work extended hours, if needed. Additional Details For This Role This position is hybrid; 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 Targeted base salary range: $27.00 – $33.00 per hour. Salary is determined by education, experience, knowledge, skills, and abilities, along with internal equity, labor cost, and market data. There are no additional incentives or variable pay. 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. The 401(k) retirement savings plan matches up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. An educational assistance program reimburses up to 100% of qualifying tuition, lab fees, textbooks, and related expenses. Details are available at 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. #J-18808-Ljbffr Brother