Senior Specialist, Customer Accounts

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.

Order Management

• • 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 Requisitions 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 procedures
  • Communicate with Senior Management on status of accounts including order value and process timing and respond to directives related to order processing

Communication

• • Respond to orders/inquiries from customers via phone or email
  • Communicate changes/updates to orders via phone or email
  • Provide information and documentation to customers on shipping status, open orders, billing and product arrival/delays
  • Create reporting for customers/sales on order status, open order/backorder/shipping information
  • Provide help with special requests as needed
  • Partner with business units to understand the needs of the customer
  • Work with other shared services to maintain excellent customer experience

Compliance

• • Maintain knowledge of customer compliance requirements if applicable
  • Understand shipping, labeling, palletization and document requirements
  • Maintain and review lead times and fixed order cycle for top customers
  • Partner with planning to ensure fill rate and on time expectations of the customer are met
  • Adhere to internal controls and requirements for JSox and Internal Audit. Review process narratives and maintain control activities.

Education

• • High School Diploma (or G.E.D.) General Education 
  • Associate's Degree (or equivalent experience) Business Administration or related field 

Experience

Minimum 5 years 

• • Robust customer service skills, customer facing
  • Experience in high volume data entry

Languages

• • Spanish (Preferred)

Software/Technical Skills

• • MS Office Suite (Word, Outlook, Excel, Powerpoint
  • Proficient typing/data entry skills
  • Ability to navigate websites, search engines etc
  • ERP experience and related order entry modules (SAP preferred)

Other Skills/Knowledge/Abilities

• • Excellent Customer Service skills
  • Ability to multi-task and work in a fast-paced environment
  • Strong communication skills, both verbal and written
  • Strong attention to detail and follow-up
  • Ability to effectively train team members on standard processes
  • Ability to pivot and adjust processes to meet the needs of the business
  • Broad understanding of other aspects of the business and how they are connected
  • Highly motivated self-starter with strong critical thinking skills

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

Base Salary

• • The targeted base salary range for this position is $32.00 - $38.50 hourly.
  • Base salary 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 salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.

This role is not eligible to participate in Brother's bonus incentive plan. The base pay accounts for the entirety of the role's annual cash compensation.