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Customer Experience Specialist
vor 2 Monaten
About the Role:
The Customer Experience Specialist will be the primary point of contact for internal and external customers, ensuring a seamless experience from initial inquiry to order entry and cash communication. This role requires strong communication and organizational skills to provide exceptional support to customers and internal stakeholders.
Key Responsibilities:
- Provide internal Sales & Service Support
- Receive, track, and assign incoming inquiries from internal & external customers
- Prequalify and assign inquiries to relevant parties
- Support the creation of quotations for systems, accessories, spare parts, consumables, service agreements, relocations, repairs, and billable services
- Work closely with technical experts to ensure feasibility of quotes when necessary
- Document Support: collect, file, and submit external or internal documents required by customers and/or auditors
- Support with tenders, when applicable
- Support the cash collection process: communication with banks (Letter of credits, bank guarantees), invoice distribution (customer portals submission...)
- Coordinate returns of defective material to repair centers
Secondary Responsibilities:
- Monitor and prequalify all incoming inquiries (understand requests received by phone, emails, or others)
- Collect and document data (Contact details, system details, topic...)
- Assign inquiry to the relevant party (Sales, Service, others...)
- Support with end-to-end communication
- Provide recommendations for accommodation and travel directions to Bruker locations
Overall:
- Closely cooperate with the order processing team
- Support for the same features in other regions when language permits, back-up
- Develop an excellent working knowledge of Bruker products
- Other tasks that broadly correspond to the above tasks and objectives
- All other tasks related to improving effectiveness
Business Travels: less than 10% within EMEA
Requirements:
- High school diploma or equivalent required
- Significant experience in Business administration
- At least 3 years hands-on experience on SAP ERP
- At least 6 months of experience in the field of public tenders
- Excellent written and oral communication skills in German (Fluent) & English (B2)
- Any additional European language appreciated
- No visa disqualification from US or EU
- Able to build knowledge of the hardware configuration of our major hardware product lines (Magnetic Resonance or Imaging products) to support the sales and service organization in preparing a quote
- Has an understanding and process knowledge of public tenders for capital equipment and has repeatedly and continuously participated in the successful submission of such tenders
- Hands-on experience on CRM appreciated
- Knowledge of Microsoft Office applications (Word, Excel, Outlook)
Soft Skills:
- Team player
- Communication skills
- Organizational skills
- Able to quickly adapt to new situations
- Able to work autonomously
- Be proactive
- Time and stress management
- Solution-oriented work
- Sense of responsibility
- Resilience
Nice to Have:
- Command of the Polish language
