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 and across the Americas. Our Americas headquarters is located in Bridgewater, New Jersey.

The Specialist, Customer Accounts processes and coordinates day‑to‑day order‑related functions for customers, including supply chain coordination, order processing, shipping, and returns. The role also collaborates with the Vendor Compliance team to address customer requirements and performance metrics.

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

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

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

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

• 3+ years of robust customer service skills, customer facing
• Experience with high‑volume data entry

• Spanish – Preferred

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

• 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
• Highly motivated self‑starter with strong critical thinking skills

Hybrid

Schedule:

This role can be a hybrid role. Employees may work remotely up to two days per week, with assigned office days determined by the manager.

• The targeted base rate range for this position is $25.00 – $30.00 hourly.
• Base rate is determined by education, experience, knowledge, skills, and abilities, as well as internal equity, cost of labor, and market data.
• The base accounts for the entirety of the on‑target earnings for this role. No additional incentives or variable pay are applicable.

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. 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

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