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 Senior Representative, Contact Center, Order Management supports contact center operations for Brother Direct Consumer Sales and Consumer Warranty Orders. This position runs reports from the various systems needed to create and track metrics to support customer service operations. This role scores quality audits, coaches team members on quality performance and assists with training. This position also monitors phone and system queues and adjusts team member skillsets and workflow as necessary to support operations and meet order deadlines. This position assists taking calls, responding to emails and improving service as needed during high volume times.

Leadership, Monitoring & Coaching

• Perform weekly quality scoring for Customer Service Operations Department
• Coach team members towards quality and performance improvement
• Monitor phone queues and add skills or reassign Contact Center Representatives from other off phone duties to ensure and/or equate phone coverage
• Monitor Oracle System Cloud (OSVC) system queues to adjust personnel to ensure customer service coverage

Call Center Support

• Resolve escalated customer issues on the phone and via email
• Provide customer service on the phone and via email as needed to support customer service operations during high volume times
• Research and investigate escalations of order inquiries
• Contact the customer and follow up with detail on the order
• Enter and/or edit orders for impacted customers
• Process returns and credits as needed for order escalations
• Research Tax Exempt certificate orders
• Demonstrate knowledge on product specifications, compatible accessories, pricing, availability, substitutes and Where to Buy to provide to customers and other call center representatives
• Demonstrate knowledge of Business Machine Group (BMG) and Brother Mobile Solutions (BMS) warranty processes
• Process warranty for BMG & BMS

Reporting and Metrics

• Create and pull reports in S4 and Five9 to gather data for metrics
• Create and pull reports in SAP to gather data for metrics
• Report weekly metrics to department supervisor and manager

Training & Process

• Revise old processes and adjusts them as needed to support call center best practices
• Create new processes to support best practices
• Attend training and meetings where Consumer Order management issues are discussed
• Coordinate with supervisor, manager, Quality and other Senior Representatives to facilitate and organize agent training and coaching when needed
• Deliver training to agents in one on one and small group settings

QUALIFICATIONS

Education

• Associate's Degree, Business, or a related field (or equivalent experience)

Experience

Minimum 3 years:

• Experience as a customer service representative in an inbound call center

Minimum 2 years:

• Experience creating and distributing reports with metrics and presenting the report to a varied audience

Minimum 2 years:

• Team Leader in a call center environment (Preferred)

Software/Technical Skills

• MS Office (Outlook, Word, Excel, Teams, PowerPoint)
• Oracle Service Cloud
• Five9
• SAP Order Management System (preferred)

Other Skills/Knowledge/Abilities

• Exceptional customer service phone skills
• Excellent verbal and written communication
• Proven problem-solving skills
• Excellent data entry skills
• Positive attitude

What We Offer Our Employees

We offer an above-market benefits package that includes a choice of Health Insurance plans (including Dental and Vision Insurance), a generous 401(k) Retirement Savings Plan, paid holidays, paid time off (PTO), and more! Plus, if you’re considering an advanced degree that would help you achieve your development and career goals, Brother USA offers a highly competitive tuition reimbursement program.

See what all the fuss is about! Apply today to learn why Forbes called Brother one of the World’s Best Employers (2020) and NJBIZ called Brother one of the Best Places to Work in New Jersey (2021)!

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.