Associate, Customer Service

Role Overview

The Associate, Customer Service provides an exceptional level of support to customers through consistent, high-quality service and communication. This role serves as the primary point of contact for inbound pre-sales and post-sales inquiries, delivering prompt and accurate responses while maintaining a customer-first attitude.

Duties & Responsibilities

• Serve as the first point of contact for inbound pre-sale customer inquiries, providing prompt and accurate responses
• Address low-to-medium technical questions and escalate complex technical issues to the Engineering team
• Identify and route OEM opportunities to the Sales team while ensuring all interactions align with training and divisional guidelines
• Handle customer complaints and disputes, working cross-functionally to gather necessary information and resolve issues efficiently
• Ensure timely resolution and closure of all customer inquiries to maintain high levels of customer satisfaction
• Process customer quotations accurately and within agreed-upon timelines, ensuring a seamless quoting experience
• Provide an enhanced level of service to select Tier 1 and Tier 2 customers
• Share inventory updates, communicate order statuses, and collaborate with Sales, Supply Chain, and Engineering to ensure smooth operations
• Respond to phone calls and emails promptly, ensuring all requests are handled efficiently and effectively
• Maintain thorough documentation within the CRM system (Salesforce) and adhere to company policies for case management
• Assist with product creation and pricing adjustments as needed

Reporting & Tracking

Support team and department initiatives by assisting with data tracking, performance monitoring, and reporting tasks. Compile and review information to support analysis of customer service metrics, order patterns, and workflow efficiency.

Compliance & Corporate Training

Maintain current knowledge of company policies, procedures, and compliance requirements. Complete mandatory training on a timely basis and support adherence to organizational standards and updates.

Experience & Qualifications

• Education: Associate's Degree (or equivalent experience) in Business, Marketing, or related field preferred
• Experience: Minimum 3 years Experience working directly with customers and resolving order issues in a customer service, supply chain, or operations role

Software/Technical Skills

• Strong communication skills (verbal and written)
• Problem solving and decision making skills
• Organization/prioritization skills with strong attention to detail
• Ability to collaborate with staff in various technical areas and at different levels
• Ability to maintain confidential information

Additional Details

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 your manager. Base Salary: The targeted base rate range for this position is $ 25.00 - $ 28.00 hourly. Base rate is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. The base accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.

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.

Equal Opportunity Employer (EOE) Statement

Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com .