Representative, Contact Center, Order Management Escalation

kplace 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.

The Representative, Contact Center, Order Management Escalation processes consumer order-related functions for Brother Direct customers. This role assists with functions as it relates to the customer's needs in order processing, customer inquiries, shipping, and returns. This position will also work with the Customer Service Vendors on escalated order issues for resolution.

WHAT YOU'LL DO

Process Customer Orders

• Answer inbound calls from customers related to orders through our Five9 call center phone system

• Respond to and compose emails from customers related to orders

• Manually enter orders into the system

• Process orders in a timely fashion without error

• Release blocked orders for delivery

• Resolve order errors

• Add/Cancel/Update items on orders

• Update/Change customer credit card info on orders

• Cancel orders

• Process customer requests for returns by generating "Return Authorizations" in S4

• Review and investigate missing credits and return inquiries

• Provide information on product specifications, compatible accessories, pricing, where to buy the desired product and assistance in meeting the sales needs of our customers

• Accurately record and create customer's information and incidents into the OSvC (Oracle Service Cloud) customer database

Communicate with Customers on Order Escalations

• Accept orders from customers via phone or chat

• Communicate changes/updates to orders

• Provide updates to customers on shipping status, open orders, and product arrival for back orders

• Track, investigate and file claims through shipping carriers for customer lost or damaged orders

• Provide assistance with order discrepancies and initiates shipping investigation requests

• Process return labels or pickups for orders need returning per policy

• Partner with business units to understand the needs of the customer (ex: tax exempt status)

• Assist with customer password resets

Call Center Compliance Requirements

• Maintain knowledge of customer service compliance requirements, policies, and procedures

• Maintain a customer service quality average call quality score of 90%

• Maintain average talk time, release time, occupancy, and number of calls within guidelines

• Complete required Brother University (BU) / LinkedIn courses and training for continuous improvements

ABOUT OUR IDEAL CANDIDATE

Education

• High School Diploma (or G.E.D.) General Education Required

Experience

• Minimum 3 years Required

• Robust customer service skills, customer facing

• Experience in high volume data entry

• Minimum 2 years Preferred

• Call Center experience

Licenses and Certifications

• Required/Preferred

Languages

• Required/Preferred

Software/Technical Skills

• MS Office Suite (Word, Outlook, Excel, PowerPoint) Intermediate Required

• Ability to navigate websites, search engines etc Intermediate Required

• SAP or related order entry modules Intermediate Preferred

• Five9 or related Customer Service telephony software Intermediate Preferred

Other Skills/Knowledge/Abilities

• Excellent customer service phone skills Required

• Strong communication skills, both verbal and written Required

• Proficient typing/data entry skills Required

• Strong attention to detail and follow-up Required

• Highly motivated self-starter with strong critical thinking skills Required

ADDITIONAL DETAILS FOR THIS ROLE

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 managers. #LI-Hybrid

• The salary (or hiring) range for this position is $18.00-$20.00 per hour.

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data.

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/

Benefits

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. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother's Product Categories:
  https://careers.brother-usa.com/our-products

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  https://careers.brother-usa.com/employee-resource-groups-diversity

• Corporate Social Responsibility:
  https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability

• Work-Life and Flexibility:
  https://careers.brother-usa.com/lifeatbrother

• Growth and Development:
  https://careers.brother-usa.com/career-development

• Follow us on LinkedIn:
  https://www.linkedin.com/company/brother-usa/

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.