Brother USA · 6 hours ago
Associate, Customer Service
Bridgewater, NJ
Full-time
Hybrid
Mid Level
$25/hr - $28/hr
3+ years expBrother USA is a leading provider of home and office equipment, and they are seeking an Associate, Customer Service to provide exceptional support to customers. This role involves managing customer communications, processing quotes, resolving issues, and collaborating with internal teams to ensure efficient service delivery.
Customer ServiceElectronicsPrinting
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
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
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
Qualification
Required
Minimum 3 years experience working directly with customers and resolving order issues in a customer service, supply chain, or operations role
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
Preferred
Associate's Degree (or equivalent experience) in Business, Marketing, or related field
Knowledge of Customer Relationship Management Software (Salesforce preferred)
Knowledge of SAP
Benefits
Health, vision, and dental insurance—all effective from day one of employment.
401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately.
Educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs.
Company
Brother USA
Brother is a premier provider of home, home office, and business products, industrial solutions that revolutionize the way live and work.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Brian Amerman
Director, IT Business Partner (Enterprise Operations)
Fil Wojcik
Manager, HR Business Partner
Recent News
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