Sr Administrator, Global Customer Support

Bruker India

Bruker Nano Surfaces and Metrology Division

Serve as liaison between customer, support team, sales team, and management to improve customer service and business productivity.

- Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions
- Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges
- Analyze customer complaints and provide appropriate corrective actions.
- Track, follow-up and resolve customer s outstanding issues in a timely manner.
- Assist directly or route customers to the appropriate personnel for assistance.
- Responsible for processing and reporting the status of repairs, replacements, sales orders and delivery schedules.
- Ensure customer satisfaction by meeting customer needs in courteous and timely manner.
- Execute all administrative activities related to specials, NDA requests, government contract RFQ s, Service Support Program documents
- Processing export/import clearance of all service event orders by preparing appropriate export/import documentation required by customs, i.e.Manufacture Affidavit, Duty Drawback (3311 Form), etc.

Order Administration

Update, maintain, and improve our support databases in compliance with our business processes enabling effective and accurate reporting as well as effective use of this database by world-wide team.

Other duties as assigned.

• B.Com/M. Com/MBA/BBA or any relevant qualification highly preferred
• Minimum three years or more relevant working experience
• Experience in sales operations-related jobs.
• Experience with international business is of benefit.
• Sense of quality and details.
• Solution-oriented and process-driven.
• Ability to analyse and resolve problems before escalating to the next level
• Microsoft Office (Excel, Word, PowerPoint, etc)
• Experience in OTC domain, operating SAP and CRM (SFDC), preferably order management.
• Excellent written and verbal communication skills
• Self-motivated and team player
• Preferably previous experience in a multinational company.
• Language: English