Associate, Customer Service
Brother USA

Bridgewater, New Jersey


Let's Grow Together

Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be "at your side" every step of the way.

The Associate, Customer Service provides an exceptional level of service that our customers have come to expect and appreciate. This position focuses on daily interaction with customers through a variety of ways, including but not limited to: responding to inquiries, providing requested information, processing quotes, handling complaints, and resolving issues. Additionally, this position positively facilitates effective communication between customers and internal stakeholders (e.g. manufacturing, supply chain management, operations).

Customer Service

  • Interact daily with customers, responding to their questions and guiding them to the appropriate service
  • Handle complaints and resolve issues that arise between the customer and Brother, effectively gathering any required information to solve the problem
  • Ensure that all customer inquiries are satisfactorily resolved and closed within in a timely fashion
  • Ensure the accurate processing of customer quotations, orders, and order confirmations within agreed timescales
  • Answer phone calls, reply to emails, and follow up on all requests in a timely manner

Order Management

  • Communicate with supply chain management, manufacturing facilities, and operations team for expedite options
  • Request and provide required information to all parties involved to execute and complete transactions
  • Process orders to factory in Japan as well as maintaining confirmations and packing slips
  • Trace and track containers from factory to warehouse
  • Perform product creation and pricing adjustments, as needed

Qualifications

  • Associate's Degree (or equivalent experience) required, preferably in Business, Marketing, or a related field
  • Minimum 3 years experience working directly with customers and resolving order issues in a customer service, supply chain, or operations role
  • Basic proficiency in Microsoft Office (Outlook, PowerPoint, Word, Excel)
  • Organization/prioritization skills with strong attention to detail
  • Ability to handle confidential information
  • Strong communication skills (verbal and written)
  • Problem solving skills
  • Ability to gather information and make decisions
  • Ability to collaborate with staff in various technical areas at different levels

Also preferred:

  • Basic knowledge of SAP
  • Basic knowledge of Oracle Service Cloud
  • Basic knowledge of Document Management Systems, portals, and database applications, specifically SharePoint

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 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, a reasonable accommodation will be made upon request.


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