Bruker Corporation Order Administration / Customer Support Associate in Billerica, Massachusetts
As one of the world’s leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We have been driving innovation in analytical instrumentation for 50 years now. Today, nearly 7,000 employees are working on this permanent challenge, at over 70 locations on all continents.
As a result of exceptional growth in all our core Businesses in the USA, Bruker Daltonics is looking to fill an Order Administration / Customer Support Associate position at our Corporate Headquarters in Billerica, MA. As the key interface to our customers, to our Factory and to our 3PL (3rd Party Logistics) Distribution Center, you play a key and highly visible role in delivering satisfaction to our customers and top line Revenue growth to the Business. You are responsible for the Order to Cash process for your accounts – from Order Entry to Order Processing, initiating the Shipment via our off-site 3PL provider, through to Invoicing. As Bruker operates an integrated ERP and CRM system within a Matrixed organizational structure, you will be required to develop close and effective working relationships with colleagues from other departments from the Division, and colleagues from our Corporate and overseas functions. You are either an experienced professional familiar with SAP and the SD module, or your experience with other ERP systems gives you the foundation to quickly get familiar with SAP. Furthermore, you are comfortable learning new applications, you learn quickly and embrace new tools and enhancements to drive continuous improvement. You are well organized and highly motivated to perform in both a challenging and rewarding environment and take delight in delivering excellent support to our Sales and Service professionals in the field, to our customers, and to your fellow team members.
Reporting to the North America Head of Order Fulfillment, you will develop a close working relationship with your colleagues in the field and their / your customers.
Administer order to cash process in Bruker's SAP system, SD module and CRM systems (SAP-CRM and SFDC).
Open dispatches, forwarding calls to the assigned on-call service engineer.
Prepares quotes for billable services, parts, consumables for external and internal customers/ Bruker offices and affiliates.
Follow up with customers on status of service request/ PO parts on back order etc.
Ensure complete and timely deliveries (OTIF: on-time, in-full)
Prepares documents for shipment of customer orders.
Monitor support calls and keep customers up to date on status of call.
Maintains and updates customer equipment files and relevant master data in SAP.
Maintains accurate records of service reports and equipment installation acceptances.
Takes pride in delivering excellent customer service through competent and fast support.
Engaged and willing team player with colleagues in the Customer Support Center and other departments.
Manage and Provide periodic (Weekly, Monthly) Reporting and support in the generation of reconciliations such as Billing Due List to ensure accurate and punctual invoicing.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Bachelor's Degree with 2-4 years' experience providing customer support in a technical environment.
Knowledge, Skills, Experience:
Proficient in Microsoft Office and Windows.
Previous experience with ERP and CRM systems desired.
Knowledge and experience of SAP strongly desired, especially the SD module.
Ability to Integrate effectively into a team work environment.
Has a positive attitude to the workplace, to colleagues with a strong customer focus.
Excellent communication, planning, organizing, and follow-through skills.
Experience working and interacting with customers and technical staff.
Polite, respectful and demonstrated telephone and email etiquette.
Must be able to work a flexible schedule.
Bruker Corporation offers a comprehensive and competitive benefits package including medical, dental, 401(k), paid vacation, holidays, and tuition assistance (as applicable).
Bruker is a federal contractor and subject to Executive Order 14042. Under Executive Order 14042, all employees must be fully vaccinated against COVID-19 (with limited exceptions for those employees who are unable to be vaccinated due to a medical condition or a sincerely held religious belief). You will need to provide proof of vaccination by submitting a copy of your CDC COVID-19 Vaccination Record Card to Bruker, or obtain a religious or medical exemption, as a condition of employment.
Bruker is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.
Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions.
Full Time/Part Time: Full Time
External Company URL: https://www.bruker.com/
Street: 40 Manning Rd.