Order Management and Customer Support Specialist

2 weeks ago

Billerica, Massachusetts, United States Bruker Full time

Order Management / Customer Support Specialist Overview:

As a prominent player in the analytical instrumentation sector, Bruker is dedicated to delivering innovative solutions across various research and development fields. Our instruments are meticulously crafted to enhance product safety, expedite market readiness, and assist industries in improving quality of life.

With a legacy of 50 years in driving analytical instrumentation advancements, we proudly employ nearly 8,500 professionals across more than 70 global locations.

Due to significant growth in our core business areas, we are seeking to appoint an Order Management / Customer Support Specialist to join our dynamic team.

In this pivotal role, you will serve as the primary liaison between our customers, manufacturing facilities, and third-party logistics providers, ensuring customer satisfaction and contributing to revenue growth.

Your responsibilities will encompass the entire Order to Cash process for your designated accounts, from order entry and processing to shipment initiation and invoicing.

As part of an integrated ERP and CRM system within a matrixed organizational structure, you will collaborate closely with colleagues across various departments, including corporate and international teams.

We are looking for an experienced professional with familiarity in SAP and the SD module, or a strong foundation in other ERP systems that will allow for a swift adaptation to SAP.

You should be eager to learn new applications, quickly adapt to new tools, and continuously seek improvements.

Organizational skills and motivation are essential as you navigate a challenging yet rewarding environment, providing exceptional support to our sales and service teams, customers, and fellow colleagues.

Key Responsibilities:

Reporting to the Head of Order Fulfillment for North America, you will establish strong working relationships with field colleagues and customers.

  • Manage the order to cash process using Bruker's SAP system, including the SD module and CRM systems.
  • Open dispatches and direct calls to the appropriate service engineer.
  • Prepare quotes for billable services, parts, and consumables for both internal and external customers.
  • Follow up with customers regarding service requests and back-ordered parts.
  • Ensure timely and complete deliveries (OTIF: on-time, in-full).
  • Prepare shipping documents for customer orders.
  • Monitor support calls and keep customers informed of their status.
  • Maintain and update customer equipment files and relevant master data in SAP.
  • Keep accurate records of service reports and equipment installation acceptances.
  • Deliver excellent customer service through prompt and competent support.
  • Collaborate effectively with colleagues in the Customer Support Center and other departments.

Additionally, you will manage and provide periodic reporting (weekly, monthly) and assist in generating reconciliations, such as the Billing Due List, to ensure accurate and timely invoicing.

Qualifications:

To excel in this role, candidates must meet the following qualifications:

  • A minimum of a Bachelor's Degree with 2-4 years of experience in customer support within a technical environment.
  • Proficiency in Microsoft Office and Windows.
  • Previous experience with ERP and CRM systems is preferred.
  • Strong knowledge and experience with SAP, particularly the SD module, is highly desired.
  • Ability to integrate effectively into a team-oriented environment.
  • A positive attitude and strong customer focus.
  • Excellent communication, planning, organizing, and follow-through skills.
  • Experience interacting with customers and technical staff.
  • Demonstrated telephone and email etiquette.
  • Flexibility in scheduling is required.

Bruker is committed to equal opportunity employment and evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

As a federal contractor, Bruker requires compliance with Executive Order 14042, mandating that all employees be fully vaccinated against COVID-19, with limited exceptions for medical or religious reasons.

All interviewed candidates will be screened to determine eligibility in accordance with export control laws.

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