Customer Service Insights Analyst

The Company at a Glance

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.

Why Work at Brother?

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 Analyst, Customer Service Insights gathers, analyzes, and interprets consumer data through customer feedback, survey results, and service interactions to provide valuable insights and recommendations that enhance business decision-making processes. The Analyst, Customer Service Insights collaborates cross functionally to identify consumer behaviors and trends to align Customer Service strategies. Lastly, the role continuously monitors trends, report findings, and recommendations to enhance the customer experience.

WHAT YOU'LL DO

Data Analysis

• Collect, analyze, and interpret consumer data from surveys, feedback and customer interactions and incidents
• Identify patterns, trends, and behavior to help drive customer service performance
• Collaborate with cross-functional teams to identify and understand consumer behavior and trends
• Monitor performance against metrics, KPI's and Survey overall results
• Customer contact via email, phone, chat, other various channels to gain insight from the customer

Reporting

Strategic Alignment

ABOUT OUR IDEAL CANDIDATE

Education

Experience

Software / Technical Skills

Other Skills, Knowledge, & Abilities

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

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 :

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

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

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance-all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page : https : / / careers.brother-usa.com / benefits

Our Mission, Vision, & Culture

Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit : https : / / careers.brother-usa.com / ourculture

About Where We Work

Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links :

https : / / careers.brother-usa.com / our-products

https : / / careers.brother-usa.com / employee-resource-groups-diversity

https : / / careers.brother-usa.com / our-corporate-social-responsibility-sustainability

https : / / careers.brother-usa.com / lifeatbrother

https : / / careers.brother-usa.com / career-development

Follow us on LinkedIn :

https : / /

Salary : $60,000 - $68,000