Customer Experience Coordinator

3 weeks ago

Mumbai, India Bruker Full time

Overview:
The Customer Experience Coordinator is the face to our internal as well as external customers, they are responsible for ensuring Customer Experience is the core focus from initial inquiry pre-qualification to order entry to cash communication.

. Responsible to receive, track, pre-qualify all incoming inquiries from our internal and external customers
- Support Quotation and Order Entry teams in end to end communication (local language)
- Support Sales and Service team with Tender inquiries
- Pre-Qualify and triage of customer complaints

**Responsibilities**:
. Monitor and pre-qualify all incoming inquiries

. Open Salesforce cases/opportunities and set to appropriate person/department

. Monitor tender websites and portals

. Support Sales teams with tender submissions including collation of commercial documents

. Support the CX & CO team with end to end communication

. Support customer demos and training courses

. Work closely with master data teams to ensure accurate data

. Work closely with Quoting Team and Order Entry Specialist Team

. Every other tasks to improve effectiveness apply

. Back up support for same functions noted within the job description for other regions

. Maintain an excellent working knowledge of Bruker products

. Other duties as may be defined which are broadly in line with the duties and objectives above.

By performing the following activities

Primary tasks:

- Make sure to attach a copy of documents to SFDC and SAP in case of audits
- Collect final LC documents from LC team and send a copy to customers (LC team sends the originals to the bank)
- Sending Order acknowledgment for local items
- Send to customers Order confirmations, DownPayment or proforma invoice for INR orders
- Request Bank Guarantee to local finance for INR orders
- Collect from sales the End User Certificate EUC (Import licence)
- upload digitally signed invoice for specific customers on their portals (for example ARIBA, GPORTAL, VIKRETA)
- Provide Deliveries date updates to customers
- Request Letter of credit draft to customer
- Prequalify PO local items (SLS) and dispatching
- Tender support for Aftermarket
- Bank guarantees - or online EMD (bank transfer) for Aftermarket items including Helium
- Check with credit team if customer account is up to date with no overdue payment
- Create contract and material quotations

Secondary tasks (as back-up):

- Coordination of three: Forwarder, Clearing agent, customer to make sure all documents are ready before shipment arrives in India (including BRO Bank Release order) for systems orders for customs clearance
- Sending Order acknowledgment for items coming from factory in Europe
- Sending Order Confirmation with delivery date confirmed for items coming from factory in Europe
- System Preorders prequalification
- send to customers DownPayment or proforma invoice for EUR USD orders
- Request Bank Guarantee to FO colleagues for EUR USD orders
- Prequalify systems & accessory orders, (coming from factory in Europe) and dispatching to order processor
- Tender support for Systems & accessories
- Bank guarantees - or online EMD (bank transfer) for Systems and accessories

Qualifications:
to be completed

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