Order-admin and Customer Support

4 weeks ago

Mumbai, India Bruker Full time

Overview:
**About Bruker**:
As one of the world's leading analytical instrumentation companies, Bruker provides advanced solutions in various fields of research and development. With a focus on improving product safety, accelerating time-to-market, and enhancing the quality of life, Bruker has been driving innovation in analytical instrumentation for over 60 years. With a global presence spanning over 90 locations and a dedicated team of 7,500 employees, we are committed to delivering excellence in our industry.

**Responsibilities**:

- **Aftermarket sales support (Spares and service agreement order processing)**: Assist the India office in all activities related to Bruker AXS business areas. This includes back-office tasks required for efficient service operations, enhancing customer satisfaction, and driving service business growth.
- Manage spare parts movement to and from the local warehouse, ensuring compliance with Bruker guidelines. Maintain detailed records of spare parts movement.
- Work closely with Service Managers and field Engineers to prepare quotations for aftermarket services such as spare parts, service contracts, and consumables.
- Utilize Customer Relationship Management tools (Salesforce Service Cloud-SFSC) to maintain an accurate customer database containing details, warranty information, and service agreements.
- Collaborate with the India and factory order management teams in Germany and Malaysia for sales order creation for spares and upgrade orders, and processing in SAP.
- Proactively submit service agreement quotes to customers and collaborate with the finance team to ensure timely customer payments.
- Inventory management: Maintain comprehensive inventory records, manage spare parts movement, and perform export control tests and screenings in accordance with company regulations. Coordinate closely with the finance team in India.
- Order spare parts and consumables from headquarters in Germany and monitor timely delivery according to customer requirements and import/export regulations. This includes parts under warranty, under contract, and billable parts.
- Generate and send invoices to customers in a timely manner, working closely with the finance team in India.
- Provide installation support by procuring local items based on specifications provided by the Sales department. Liaise with vendors and assist in procuring local supply items.
- **Assist the India Sales Team with post-sales system order processing**, including customer contract review, purchaser order approval via SFDC, letter of credit (LoC) review, delivery arrangement, and billing through SAP etc.
- Familiarity with E-Tender/GEM procedures and the ability to upload quotes and communicate E-Tender requirements.
- Good knowledge of Incoterms and banking procedures, including checking LC (Letter of Credit) and BG (Bank Guarantee).
- Handle full import/export procedures for India.
- Collaborate closely with supporting teams (Finance, HR, Logistics & Operations) and participate in creating SOPs (Standard Operating Procedures) for SAP operations.
- Manage local purchase order (PO) generation and follow up on delivery.

Qualifications:
**Qualifications and Skills**:

- Education: Graduate
- Minimum of 8-10 years of back-office experience, preferably in an Analytical Instrument company.
- Proficient in MS Word, PowerPoint, Excel, and Sales Force.
- Experience working with SAP is preferred.
- Good knowledge and experience with import and export processes and related tax procedures.
- A positive team player, self-motivated, and possess strong
- Excellent written and verbal English communication skills.
- Strong organizational skills and attention to detail
- Resourcefulness in solving problems.

The position reports to the Director (Service and Business Operations) for India/Middle East Hub, who will set expectations, provide direction as needed, and support the framework.

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