Representative, Contact Center, Warranty Approval

r warranty orders for replacement models and service repairs. This role supports calls and escalations to process warranty exchanges for BMG (Brother Machine Group) and BMS (Brother Mobile Solution) products using S4 and confirms and enters customer data into the Oracle customer service database. The Representative communicates with customers through phone and email to update warranty order status.

WHAT YOU'LL DO

Consumer Warranty Exchange Process and Support

• Monitor Warranty exchange, BMS(Brother Mobile Solutions) ,AE(Advance Exchange), Back Order and CS (Customer Service) Customer Hold queues

• Follow established warranty procedures to approve requests for repair or swap

• Validate customer product information including, model, serial number, and purchase date for warranty status

• Validate customer's name, address, phone number and email address to ensure proper delivery of warranty

• Validate troubleshooting instructions notes using SmartAssistant database, Knowledgebase, user manuals, CSIC customer service page and websites

• Respond to inbound customer emails and escalated calls to customers regarding warranty status using OsvC

• Resolve various warranty order errors

• Communicate warranty order processing issues directly with Tech Solutions or Brother Mobile Solution business team for resolution

• Collaborate across departments to resolve back order issues for warranty products

• Process tasks to customer service vendors for warranty issues requiring further assistnce.

• Assist with inbound consumer escalation calls using Five9 phone system when needed

• Participates in cross functional projects or initiatives to improve the warranty process and enhance the customer experience

• Perform analysis of warranty queues to provide feedback and suggestions for continuous improvements

Call Center Compliance Requirements

• Maintain knowledge of customer service requirements, policies and procedures

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

• Maintain average warranty processing time, talk time, release time, occupancy, and related KPI's(Key Performance Indicators) within guidelines

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

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

Software/Technical Skills

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

• Ability to navigate websites, search engines etc Intermediate Preferred

• 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/hr.

• 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/2024/guidebook/

WHAT WE OFFER OUR EMPLOYEES

At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance. Here are some of the benefits of working with us:

• Competitive Compensation: We offer a competitive salary and bonus program to reward your hard work and dedication

• Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match

• Professional Development: We're committed to helping you grow in your career with opportunities for training and development

• Work-Life Balance: We support your well-being with flexible work arrangements and a focus on work-life balance

• Employee Engagement: Join a team that values your contributions and celebrates success together

Learn more about our benefits: https://careers.brother-usa.com/benefits

Learn more about life at Brother: https://careers.brother-usa.com/lifeatbrother

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit [2]https://www.brother.com.

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.