Senior Specialist, Operations, Ink & Toner Services

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 Senior Specialist, Operations, Ink & Toner Services supports and optimizes all operational aspects of Brother's Business-to-Consumer (B2C) Services across the U.S. and Canada. This includes connected experiences and replenishment services tied to Brother Genuine ink & toner for consumers-namely Refresh Subscription, Refresh Auto-Reordering, and Direct-to-Consumer (D2C) sales driven by connected customers. This role collaborates cross-functionally across IT, Supply Chain, Finance, Marketing, and Customer Service to ensure high-quality service delivery, cost-effective execution, and seamless customer experience.

This position enables our D2C growth strategy by continuously improving the logistics and customer experience for connected customers. This includes using operational insights to enhance service offerings, inform pack count configurations, optimize shipping and fulfillment models, and provide strategic input on the most efficient and profitable paths for different customer segments.

WHAT YOU'LL DO

Shipping Optimization & Inventory Planning

• Conduct regular shipping cost analyses and provide recommendations to reduce expense

• Support evaluation of pack count configurations and explore consolidated shipping options

• Oversee inventory forecasting and planning across U.S. and Canadian warehouses

• Ensure alignment of inventory levels with customer demand, promotion schedules, and growth targets

Operational Reporting & Performance Tracking

• Partner with Business Planning and Finance to monitor quarterly performance of B2C Services

• Contribute to yearly budget planning for service enrollment, revenue, and inventory needs

• Prepare monthly Ops insights for internal distribution as part of the B2C Services Snapshot

• Collaborate with Customer Service to summarize quarterly service trends and cost drivers

Channel Commission & Financial Systems Support

• Manage reporting used to calculate and pay channel commissions

• Liaise with Finance and A&I to ensure accuracy and timely distribution

• Serve as operational point of contact for billing systems (e.g., Zuora) and support issue resolution and compliance-related queries

Service Optimization & Cross-Functional Alignment

• Identify cost-saving opportunities and process improvements through ongoing ops reviews

• Liaise with Canada Services team to align on shared responsibilities and best practices

• Collaborate with the Business Planning lead within Consumables and Brother Direct on demand planning and inventory alignment

ABOUT OUR IDEAL CANDIDATE

Education

• Bachelor's Degree (or equivalent experience) in Business Administration, Supply Chain, Operations Management, Economics, or related fields- Required

Experience

• Minimum 5 years experience

• Operations, logistics, supply chain, or business analytics roles, ideally in a B2C or subscription-based business

• Experience coordinating with cross-functional teams and managing reporting or process improvement initiatives

• Experience in subscription services, SaaS, or B2C fulfillment-based businesses

Licenses/Certifications

• Valid passport- Required

• PMP- Project Management Professional - Preferred

Software/ Technical Skills

• Knowledge of Microsoft Excel- Required

• Knowledge of ERP Tools, i.e SAP- Required

• Knowledge of Data Visualization/ Reporting Tools (Tableau, Power BI, Looker) - Required

• Knowledge of Subscription Billing Platforms (i.e. Zuora) - Preferred

• Knowledge of JIRA (or other issue-tracking/project management tool) - Pre

Other Skills, Knowledge, & Abilities

• Strong analytical skills; ability to interpret data and translate into operational actionStrong attention to detail and accuracy

• Excellent communication skills (verbal, written, interpersonal)

• Excellent problem-solving skills

• Strong collaboration skills

• Ability to adapt and prioritize multiple tasks

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 $80,000 - $90,000 per year

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

• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives

• 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/

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

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.