Representative, Contact Center, Order Management Escalation

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 Call Center Representative, Order Management provides support for Brother Direct by answering inquiries about Brother products specifications, accessories, compatibility, and place orders for customers. This role also supports calls and escalations for customer warranty exchange Orders and service requests for BMG (Brother Machine Group) and BMS (Brother Mobile Solutions) products using S4 and Oracle Service Cloud (OSVC). This role communicates with customers through phone and email entering data in Oracle Service Cloud (OSVC).

• WHAT YOU'LL DO

• Customer Service Order Management

• Provide support to Brother Direct consumer sales Orders

• Answer inbound calls using Five9 phone system

• Accurately record customer's name, address, phone number and email address to create a business partner (BP) into Oracle Service Cloud (OSVC)

• Accurately record customer product information including, model, serial number, and purchase date to create equipment or product registration

• Accurately create incidents by recording issue, steps, information provided and outcome in notes in Oracle Service Cloud (OSVC)

• Respond to inbound customer emails and escalated calls to customers using Oracle Service Cloud (OSVC)

• Provide service center locations, information on product specifications, compatible accessories, pricing, where to buy the desired product and assistance in meeting the sales needs of our customers

• Create orders

• Investigate and provide status of existing orders

• Update, cancel, approve, or change existing consumer sales or warranty orders using S4

• Follow and explain equipment warranty, operating and troubleshooting instructions using Knowledgebase database, user manuals, CSIC customer service page and websites to provide answers to the customers questions

• Follow established warranty procedures to request for repair or swap

• Contribute to special projects, testing and research as needed

Call Center Quality and KPIs

• Maintain a quality average call quality score of 90%
• Maintain average talk time, release time, occupancy, swap approval time and number of calls within guidelines

Improve Call Center Job and Business Knowledge

• Complete Brother University (BU) / LinkedIn courses

• Attend training sessions

• Attend meetings such as Town Halls, Division or departmental monthly staff meeting to gain insight into the Brother business

• ABOUT OUR IDEAL CANDIDATE

• Education

• High School Diploma (or G.E.D.)

Experience

• Minimum 3 years of a combination of relevant experience spanning in fielding inbound customer calls, interfacing directly with customers to resolve issues, and customer order entry in a call center environment

Software/Technical Skills

• MS Office Suite (Word, Outlook, Excel, PowerPoint) Intermediate Required

• Ability to navigate websites, search engines etc Intermediate Required

• SAP or related order entry modules Intermediate Preferred

• Five9 or related Customer Service telephony software Intermediate Preferred

Other Skills/Knowledge/Abilities

• Excellent customer service phone skills

• Good communication skills, both written and verbal

• Proficient typing skills

• Ability to navigate websites to provide information to customers

• 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 managers. #LI-Hybrid

• The salary (or hiring) range for this position is $37,400.00 per year ($18.00/hr.)

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2024/guidebook/

• WHAT WE OFFER OUR EMPLOYEES

• At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance. Here are some of the benefits of working with us:

• Competitive Compensation: We offer a competitive salary and bonus program to reward your hard work and dedication

• Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match

• Professional Development: We're committed to helping you grow in your career with opportunities for training and development

• Work-Life Balance: We support your well-being with flexible work arrangements and a focus on work-life balance

• Employee Engagement: Join a team that values your contributions and celebrates success together

Learn more about our benefits: https://careers.brother-usa.com/benefits

Learn more about life at Brother: https://careers.brother-usa.com/lifeatbrother

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.