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. 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 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 customer’s 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.

Process Customer Orders

• • 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

Communicate with Customers (internal and external)

• • 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, fill rate
  • Provide help with special requests as needed
  • Partner with business units to understand the needs of the customer

Customer Compliance Requirements

• • 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

Education

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

Experience

• • 3+ experience of robust customer service skills, customer facing.
  • 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
  • SAP or related order entry modules 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
  • Highly motivated self-starter with strong critical thinking skills

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

• • The targeted base rate range for this position…