Bruker Corporation

  • Customer Service Representative

    Job Locations CN-11-Beijing | CN-31-Shanghai
    Posted Date 1 month ago(10/30/2018 10:36 PM)
    Req. #
    2018-6725
    # of Openings
    1
    Position Type
    Regular Full-Time
  • Overview

    For more than 55 years, Bruker has enabled scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker's high-performance scientific instruments and high-value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity and customer success in life science molecular research, in applied and pharma applications, in microscopy and nanoanalysis, and in industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics and proteomics research, microbiology and molecular pathology research. For more information, please visit: www.bruker.com.

    Responsibilities

    SUMMARY:

    1. Provides front line customer interface to generate new opportunities of non-system selling, and internal field sales/service support at Bruker office reporting to the Regional Customer Support Manager. This includes contract review and negotiation, sales order creation, shipment information updating, and receiving direct customer and internal field sales/service communication through phone, e-mail, website, SAP database and processing these requests in the most effective and efficient manner.
    2. Identify, develop, and implement with full ownership of processes and interactions which best manage all Bruker BNS instrumentation, assemblies, and parts both in and out of China in the most effective and cost-efficient manner.
    3. Monitor non-system order fluctuation and forecast non-system sales tendency.
    4. Execute data pull from SAP database and perform analysis as requested by Regional Manager of Customer Support using Excel pivot tables and macros/PowerPoint to generate report.

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

     

    1. Assist internal field sales/service to promote non-system selling, including BNS accessories, consumable parts, HW/SW upgrades and service contracts. Work with BNS agent for the probe’s promotion. Assist internal sales and pre-/post-sales application engineers to organize seminars and workshops to promote new functions. ~10% travel on short notice for bid.
    2. Review and update existing customers information and gathering sales information, manage customer database. Contact existing customers in a planned way to promote service contract selling.
    3. Assist in the development and own the implementation to improve Bruker BNS instrumentation, assemblies, and parts, efficiency through customs, duties regulations, duties free warehousing set-ups to minimize customer downtime, inventory, and execution costs.
    4. Provide front line customer interface through phone/e-mail/web-site generating quotes, sales orders, equipment master updates, return of Bruker owned assets, transfer of technical requests to regional technical team all in a fast, efficient, effective, and customer centric manner.
    5. Implement the optimal process to drive down lost assets, long cycle time for asset recovery, and inefficiencies in the process minimize customer downtime and resulting in overall cost savings
    6. Develop, implement and maintain policies, procedures to reduce costs, streamline products, and implement solutions.
    7. Execute data analysis and reporting as requested by the Manager, Regional Customer Support using SAP database pull and excel pivot tables and macros and PowerPoint for summary.
    8. Develop skill to become the SAP database and process compliance team leader.
    9. Strives to improve processes and procedures for areas of responsibility.
    10. Work with BUs on implementing standard processes.

     

     

    ADDITIONAL RESPONSIBILITIES:

    1. Other duties as assigned

    Qualifications

    QUALIFICATIONS: 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.

    1. Excellent communication and presentation skills with ability to speak with clarity and interface effectively with customer, management, and peers in both Mandarin and English.
    2. Advanced working knowledge of Microsoft Excel required. Experience with MS Office Suite (specifically Power Point, MS Word, and Outlook) are a must.
    3. Proficiency with excel pivot tables and macros with Microsoft Office Specialist Excel Expert Certification highly desirable.
    4. Ability to multitask & team player.
    5. Ability to develop excellent internal and external customer relationships.

     

    Education and/or Experience:

    1. Minimum Bachelor’s Degree in Business Administration, international trade, or related Customer Support field required. Oversea study/working experiences are highly preferred;
    2. Excellent verbal and written communication skills for direct customer contact.
    3. At least 5 years’ relevant experience in telemarketing, logistical coordination, service/customer support in a high technology equipment or instrument company highly desirable.
    4. Advanced knowledge of Microsoft Office, MRP and SAP are a must.
    5. Business awareness of global capital equipment / instrumentation service support with ability to work under pressure and time constraints.
    6. Must work well with others in a fast-paced team environment.

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