What are the responsibilities and job description for the Customer Success Associate position at Bruker?
Overview
Bruker is enabling 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 and clinical microbiology.
Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations on all continents. Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems and a strong reputation among its customers. Being one of the world's leading analytical instrumentation companies, Bruker is strongly committed to further fully meet its customers’ needs as well as to continue to develop state-of-the-art technologies and innovative solutions for today's analytical questions.
Responsibilities
Conduct outbound calls to all customers in the selected countries who have used our products.
Engage with customers in a professional and courteous manner to gather feedback on their experience with the product.
Use prepared scripts or guidelines to ensure consistent information gathering.
Record and document feedback, issues, or concerns expressed by customers accurately and thoroughly in the database or SFDC.
Reviewing and validating existing data within Salesforce to ensure accuracy, completeness, and consistency.
Standardizing data formats, fields, and entries to maintain uniformity across records.
Identify issues mentioned by customers and escalate them to the relevant department, if needed.
Collaborate with the different department to ensure customer issues are addressed promptly and effectively.
Maintain a positive and helpful attitude during interactions to enhance customer success and brand loyalty.
Provide regular reports or summaries of customer feedback to the CSM Team.
Continuously seek opportunities to improve customer satisfaction strategies based on the gathered feedback.
Qualifications
Graduate with excellent communication skills, both verbal and written, in English. (Additional language skill is a plus).
Experience in customer service, telemarketing, or a similar role preferred.
Ability to actively listen, empathize, and address customer concerns effectively.
Familiarity with SFDC for accurately recording customer interactions.
Strong problem-solving skills and ability to handle challenging situations calmly and professionally.
Detail-oriented with good organizational skills to manage and document customer feedback efficiently.
A positive and patient attitude towards resolving customer inquiries or issues.
Flexibility in working hours to accommodate different time zones within the target country, if applicable. The reporting line will be in Europe.
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