Coordinator, CS System & Project Support

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 Coordinator, CS System & Project Support maintains our Customer Service (CS) systems, supports projects, and ensures operational efficiency across the Customer Service organization. This role manages system administration, troubleshoots issues, analyzes system performance, and partners with stakeholders to implement project enhancements.

Duties & Responsibilities CS System Support *

Respond to user inquiries via phone, email, chat, or ticketing systems.
* Log, categorize, and prioritize support tickets accurately.
* Provide first-line troubleshooting for common issues such as password resets, access, system integrations, and application errors
* Perform system administration tasks such as user account management, permissions in CS Contact Center systems (CRM, Telephony, and LMS)
* Escalate unresolved integration or web issues to IT or system vendors for resolution
* Create and maintain Procedures for CS Contact Center systems (CRM, Telephony, and LMS)
* Conduct routine reporting of tickets for trends, groups, and SLAs
* Perform root cause analysis for recurring problems and recommend long-term solutions
* Participate in system upgrades, migrations, and technology rollouts Project Management *

• Manage planning, execution, and tracking of CS‑related projects (system upgrades, process improvements, product launches, and new tool rollouts)
  * Create and maintain Project Management template, SOPs, and instructional guides
  * Develop project documentation, timelines, and status reports.
  * Facilitate communication between CS, IT, Operations, and other stakeholders
  * Assist in testing new features, integrations, and system enhancements
  * Train and support Customer Service on the use of the Brother Project Management methodologies
  * Support change‑management efforts during system or process updates Administrative Support *
• Maintain MS Teams channels for Customer Support groups and projects
  * Maintain CXC Customer Service SharePoint/TEAM sites with policies and procedures; department playbooks; project plans, action tracker; PMO training, guides, and templates documents, etc. Experience & Qualifications Education *
• High School Diploma (or G.E.D.)
  * Bachelor's Degree (or equivalent experience) Experience *
• Minimum 3 years
  * Experience working in a Contact Center environment;
  Experience working with a ticketing system Licenses and Certifications *
• CAPM (Preferred )
  * PMP - Project Management Professional (Preferred) Software/Technical Skills *
• MS Office (Word, Excel, PowerPoint, Outlook, and Teams)
  * Project Management Principles
  * Knowledge of CRM or Telephony systems (such as Salesforce, Oracle Service Cloud or other) Other Skills/Knowledge/Abilities *
• Strong…