Specialist, Customer Service Resolution
Brother USA

Bartlett, Tennessee


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 Specialist, Customer Service Resolution drives continuous improvement and ensures customer resolution, retention/loyalty, and the "at your side" experience. This role is the owner, subject matter expert, and primary point of contact for customer service policy/procedure documentation and for Special Programs (our high-value lines of business for products and services).

Escalation Support and Customer Resolution

  • Support vendor escalation teams by providing direction to resolve issues at the lowest possible tier of support
  • Take responsibility for and resolve incidents which are beyond the vendor's ability to handle
  • Act as the highest-level support and primary point of contact for escalated customers
  • Work collaboratively with legal, tech support, and product owners to resolve customer issues
  • Resolve escalated customer issues while building customer loyalty and satisfaction

Special Programs

  • Support "Special Programs"; such as but not limited to, Priority/Major Accounts, Refresh Auto-Reordering and Subscription services, Brother Mobile Solutions, etc. as the primary point of contact and escalation handler
  • Work cross-functionally with product owners, marketing, vendors, tech support, IT, etc. to ensure best-in-class products and services
  • Collaborate with special program teams on training materials and procedures
  • Understand and document how special program systems and processes are integrated and impact the agent/customer

Customer Service Policy & Procedure

  • Develop innovative ideas to improve customer satisfaction and loyalty
  • Collaborate with customer service and vendor managers to set and manage policy and procedures
  • Review interactions to identify opportunities for new and improved policies/procedures
  • Create and maintain documentation for policy/procedure, system step-by-step guides, and reference material
  • Improve existing processes to support contact center efficiency
  • Participate in contact center business reviews, partnering with the customer
    service and vendor managers to drive expected results

Special Projects

  • Utilize generally accepted standards of project management from concept through implementation to lead and/or participate in customer service related projects

Qualifications

  • Bachelor's Degree (or equivalent experience) required, in Business or a related field
  • Minimum 3 years experience dealing with escalated customer and vendor calls
  • Intermediate proficiency in MS Office Suite (Outlook, Excel, PowerPoint)
  • Intermediate proficiency with Service Cloud (OsVc)
  • Strong written/verbal communication and good presentation skills (for both
    internal and external audience)
  • Ability to complete special projects as assigned and directed by management
    with little to no guidance, as defined by business needs
  • Ability to work in a fast-paced environment and meet deadlines
  • Experience identifying and troubleshooting complex customer issues
  • Innovative thinker and problem-solver

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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