Brooks is a leading provider of automation solutions with over 40 years of experience in the semiconductor industry, offering precision robotics, integrated automation systems, and contamination control solutions that empower chip manufacturers worldwide. Our product portfolio includes a range of automation solutions, including robots, vacuum systems, and atmospheric robots for semiconductor manufacturing (www.brooks.com).

Are you looking for a place where you can be part of a transformation? Join us at Brooks Automation and be a part of a dynamic organization that is shaping the future of technology.

Customer Care Representative - Export Specialist

Job Description

CUSTOMER CARE REPRESENTATIVE – EXPORT SPECIALIST

Brooks is a growing, fast-paced technology leader of automation solutions which support the dynamic and expanding semiconductor and life sciences lab markets.

Brooks – Laboratory Automation Solutions (LAS) is a global leader in designing and manufacturing innovative automation solutions that optimise workflows across diverse laboratory environments. From clinical diagnostics to research, life sciences, and industrial applications, we deliver compact, intelligent systems that enhance efficiency, accuracy, and scalability. At Brooks LAS, we foster a culture of innovation, collaboration, and accountability. We are passionate about solving real-world challenges in laboratory automation and empowering our teams to think boldly, act with purpose, and continuously learn.

We’re looking for an energetic and focused Customer Care Representative - Export Specialist to join our customer operations group. Customer Care Representatives are front line contacts for customers, ensuring exceptional service and support throughout their journey. This is a newly created role focused on closely supporting complex export orders. It involves managing external and internal order management processes, working closely with the logistics, sales and service departments and transport providers to facilitate shipments, resolving issues promptly, and maintaining strong relationships to enhance customer satisfaction and loyalty.

What you’ll do:

• Act as the first point of contact for customer inquiries via phone, email, and online platforms.

• Enter and process customer orders and quotes accurately using Oracle ERP systems.

• Provide accurate information about products, services, and company policies.

• Coordinate with internal teams (Sales, Production, Technical Support and Logistics) to ensure seamless sales and service delivery.

• Work particularly closely with Logistics, agents and freight providers to assist with the smooth shipping and customs clearance of export orders.

• When needed, process shipments in the Oracle ERP shipping modules.

• Liaise with the 3PL warehouse in Europe for orders shipped from that location.

• Maintain detailed records of customer interactions and transactions in CRM systems.

• Monitor and follow up on open cases to ensure resolution and customer satisfaction.

• Manage and resolve customer complaints in a timely and professional manner.

• Assist in developing and implementing customer service policies and procedures.

• Welcome customers and visitors to the office, including signing them in and ensuring compliance with visitor protocols.

When Required Activities (as a backup):

• Coordinate conference room and training room bookings and activities to support meetings and customer sessions.

• Provide general administrative support to the team, including scheduling, document preparation, and office coordination tasks.

• Assist with internal staff functions, including organizing team events, meetings, and other office activities.

What you’ll bring:

• Experience with Oracle ERP for order entry, shipping and processing would be desirable

• Goods export, freight and logistics and customs and trade compliance experience.

• Proven experience in customer service roles.

• Strong communication and interpersonal skills with a customer-first mindset.

• Flexibility to respond to critical communications outside of regular business hours

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• Proficiency in Microsoft Office Suite and CRM systems.

• Problem-solving skills and a proactive approach to resolving issues.

• High attention to detail and organizational skills.

At Brooks LAS, we foster a culture of innovation, collaboration, and accountability. We are passionate about solving real-world challenges in laboratory automation and empowering our teams to think boldly and act with purpose. Our high-performance culture is built on:

• Customer-first mindset – We listen, adapt, and deliver with precision.

• Agility and ownership – We move fast, take initiative, and own outcomes.

• Global collaboration – We thrive on diverse perspectives and cross-functional teamwork.

• Continuous learning – We invest in growth, mentorship, and knowledge sharing.

• Integrity and respect – We operate with transparency and value every voice.

Brooks Automation is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating a welcoming and inclusive environment for all. solutions.

Work Location & Flexibility
At Brooks, we aim to foster a collaborative and engaging environment while offering flexibility where possible. Work arrangements may include a mix of in-office and remote work, depending on the nature of the role and business needs. Specific expectations will be shared during the interview process.

Brooks is committed to fostering a diverse and inclusive workplace and proudly serves as an equal-opportunity employer. We welcome all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics.

Diversity enhances our innovative capabilities and strengthens our ability to serve our customers and communities effectively. At Brooks Automation, we celebrate the unique experiences and perspectives each individual brings, believing they are essential to our collective success. Join us in building a workplace where every team member is valued and can thrive.

For applicants with disabilities requiring accommodations, don't hesitate to get in touch with talentattraction@brooks.com or call +1 (978) 262-2400 to discuss your needs.

Review EEO Law & EEO Statement.