Associate, Customer Service

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 USA 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 Associate, Customer Service provides an exceptional level of support to customers through consistent, high-quality service and communication. This role serves as the primary point of contact for inbound pre-sales and post-sales inquiries, delivering prompt and accurate responses while maintaining a customer-first attitude. This role manages customer communications, processes quotes, resolves issues, and maintains detailed records in Customer Relationship Management (CRM) systems.

This role also collaborates with internal teams such as Sales, Supply Chain, and Engineering to ensure smooth and efficient service delivery, particularly for Tier 1 and Tier 2 customers.

Duties & Responsibilities

Customer Service & Communication

• • Serve as the first point of contact for inbound pre-sale customer inquiries, providing prompt and accurate responses
  • Address low-to-medium technical questions and escalate complex technical issues to the Engineering team
  • Identify and route OEM opportunities to the Sales team while ensuring all interactions align with training and divisional guidelines
  • Handle customer complaints and disputes, working cross-functionally to gather necessary information and resolve issues efficiently
  • Ensure timely resolution and closure of all customer inquiries to maintain high levels of customer satisfaction
  • Process customer quotations accurately and within agreed-upon timelines, ensuring a seamless quoting experience
  • Provide an enhanced level of service to select Tier 1 and Tier 2 customers
  • Share inventory updates, communicate order statuses, and collaborate with Sales, Supply Chain, and Engineering to ensure smooth operations
  • Respond to phone calls and emails promptly, ensuring all requests are handled efficiently and effectively
  • Maintain thorough documentation within the CRM system (Salesforce) and adhere to company policies for case management
  • Assist with product creation and pricing adjustments as needed

Reporting & Tracking

• • Support team and department initiatives by assisting with data tracking, performance monitoring, and reporting tasks
  • Compile and review information to support analysis of customer service metrics, order patterns, and workflow efficiency

Compliance & Corporate Training

• • Maintain current knowledge of company policies, procedures, and compliance requirements
  • Complete mandatory training on a timely basis and support adherence to organizational standards and updates

Experience & Qualifications

Education

• • Associate's Degree (or equivalent experience) Business, Marketing, or related field preferred

Experience

Minimum 3 years

• • Experience working directly with customers and resolving order issues in a customer service, supply chain, or operations role

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