Senior Specialist, Customer Accounts

Role Overview

The Senior Specialist, Customer Accounts is responsible for managing the end-to-end order management process for assigned customer accounts across multiple business units. This role ensures accurate and timely processing of orders, including EDI transactions, purchase requisitions, and pricing maintenance, while serving as the primary point of contact for customers regarding order status, shipping, and compliance requirements. The position requires strong collaboration with internal teams such as Finance, IT, Demand Planning, and Warehouse Operations to maintain service excellence and operational efficiency. Additionally, the Senior Specialist supports continuous process improvement, provides training to team members, and ensures adherence to internal controls and compliance standards.

• Duties & Responsibilities
• Order Management
• Manage assigned account base for customers in assigned business units
• Answer inbound calls from customers related to orders
• Respond to and compose emails from customers related to orders, tracking, status, etc.
• Create Purchase Requisitions and Purchase Orders to factory.
• Work with factories to ensure accurate system communications of PO’s
• Create or oversee billings for direct ship customers. Act as main point of contact for inventory and finance teams for analysis and adjustments. Provide accrual information if needed at month end.
• Process Electronic Data Interchange (EDI) orders as needed
• Provide EDI maintenance (including sku management).
• Partner with EDI Support team to onboard new EDI customers.
• Partner internally with Finance and IT to ensure accurate sales recognition
• Process orders accurately and timely; Work with Warehouse Operations team on Shipment Incident Reports to identify root cause.
• Create credits and billings for shipment errors and communicate with Finance
• Create/change/maintain sales order pricing; Create/Maintain promotional and deal pricing by collaborating with business units.
• Create/change/maintain customer master BP for assigned business units
• Communicate with factories to ensure accurate shipping and correct container errors
• Manage integrated Business Planning (IBP) allocation for top revenue customers in SAP. Partner with Demand Planning team for accurate orders vs forecast and communicate with customers on changes for forecast accuracy.
• Review orders for allocation and process changes as needed.
• Provide support and act as a resource for existing and new team members and provide training
• Work with management to review existing processes and provide insight into improvements/changes needed to process
• Create and maintain SOP documents and process maps and perform continuous improvement analysis to update department procedures
• Communicate with Senior Management on status of accounts including order value and process timing and respond to directives related to order processing
• Communication
• Respond to orders/inquiries from customers via phone or email
• Communicate changes/updates to orders via phone or email
• Provide information and documentation to customers on shipping status, open orders, billing and product arrival/delays
• Create reporting for customers/sales on order status, open order/backorder/shipping information
• Partner with business units to understand the needs of the customer
• Work with other shared services to maintain excellent customer experience
• Compliance
• Maintain knowledge of customer compliance requirements if applicable
• Understand shipping, labeling, palletization and document requirements
• Maintain and review lead times and fixed order cycle for top customers
• Partner with planning to ensure fill rate and on time expectations of the customer are met
• Adhere to internal controls and requirements for JSox and Internal Audit
• Review process narratives and maintain control activities

Qualifications

• Education
• A high school diploma or GED
• An associate's degree in business administration or a related field (or equivalent experience)
• Experience
• 5+ years of experience in customer service/customer-facing roles
• Experience with high-volume data entry
• Preferred Skills
• Intermediate proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
• Ability to navigate websites, search engines, and online resources
• ERP experience and order entry module experience (SAP preferred)
• Other Skills, Knowledge & Abilities
• Excellent customer service skills
• Strong verbal and written communication skills
• Strong attention to detail and follow-up
• Ability to effectively train team members on standard processes
• Ability to pivot and adjust processes to meet the needs of the business
• Broad understanding of business functions and how they are connected
• Highly motivated self-starter with strong critical thinking skills

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 your manager. Base Salary

The targeted base rate range for this position is $32.00 - $38.50 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.

Our 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. Details are available at https://mybenefits.nfp.com/Brother/2026/guidebook/

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.