Senior Specialist, Customer Accounts

Company Overview

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey.

BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer‑centric, and socially responsible. We value work‑life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year‑round.

Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self‑paced learning.

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.

• 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 Requisition s and Purchase Orders to factory. Work with factories to ensure accurate system communications of PO’s
• Creates 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…