Specialist, Customer Accounts

Role Overview

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.

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
• Parenthetize 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

Experience & Qualifications

• Education: High School Diploma or G.E.D., or Associate's Degree in Business Administration or a related field (or equivalent experience)
• Experience: 3+ years of robust customer service skills, customer-facing experience
• Preferred Skills: Intermediate proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint), proficient typing and data entry, ability to navigate websites, search engines, and online resources, SAP or related order entry modules

Additional Details

• Hybrid Schedule: 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 - $30.00 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.
• 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.