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.

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.

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.

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
• Par…