Specialist, Customer Accounts

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 Role at a Glance

The Specialist, Customer Accounts processes and coordinates the day-to-day order-related functions for customers. This role coordinates supply chain functions as it relates to the customer's needs in order processing, customer inquiries, shipping, and returns. This position can also work with the Vendor Compliance team regarding processes that directly affect customer requirements and performance metrics.

Key Duties & Responsibilities

• Process Customer Orders
  • Answer inbound calls from customers related to orders (approximately 25-35/day)
  • Respond to and compose emails from customers related to orders
  • Manually enter orders into the system
  • Release orders for delivery
  • Provide EDI maintenance (including sku management)
  • Resolve price holds
  • Add/Cancel/Update items on orders
  • Review/process order discrepancies (including credits and returns)
  • Adhere to internal controls and requirements
  • Process orders in a timely fashion without error
• Communicate with Customers (internal and external)
  • Accept orders from customers via phone or email
  • Communicate changes/updates to orders
  • Provide updates to customers on shipping status, open orders, and product arrival
  • Create spreadsheets with order information, shipping performance, fill rate
  • Provide help with special requests as needed
  • Partner with business units to understand the needs of the customer
• Customer Compliance Requirements

  • Maintain knowledge of customer compliance requirements

  • Understand shipping, labeling, and document requirements

  • Disseminate critical compliance components to National Operations, Technical Solutions, Sales, Transportation and IT

Key Experience & Qualifications

Education

• High School Diploma or GED

• Associates Degree in Business Administration or a related field is Preferred

Experience

• Three or more years of customer-facing experience with high volume data entry

• Two or more years of call center experience is Preferred

Languages

• Fluency in Spanish is Preferred

Software/Technical Skills

• Intermediate proficiency in typing and data entry

• Intermediate proficiency in navigating websites and search engines

• Intermediate proficiency with SAP or a related order entry module is Preferred

Other Skills, Knowledge, & Abilities

• Excellent customer service skills

• Ability to multi-task and work in a fast-paced environment

• Strong written and verbal communication skills

• Strong attention to detail and follow-up skills

• Strong critical thinking skills

Compensation & Schedule 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

Base Salary

• The salary (or hiring) range for this position is $ 25.00 - $ 27.50 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

• The base pay accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.

Benefits

• 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.