Customer Care Specialist

Job title:

Customer Care Specialist

Company:

Illumina

Job description

What if the work you did every day could impact the lives of people you know? Or all of humanity?At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.Customer Care SpecialistEindhoven (Hybrid)12m fixed-term contractThe roleAs a Customer Care Specialist at Illumina, you will manage customer interactions for order management, order processing, instrument dispatch, complaints and other incoming inquiries.Why usIllumina’s employee benefits are industry-leading and include flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more!About youPassionate about providing an exemplary customer experience, you will have a demonstrable background working with customers and thriving in a fast-paced environment. You will have excellent collaboration skills, along with the ability to be proactive and use initiative.Responsibilities:Process orders (
350K) in an efficient and timely manner, according to the customer specifications and commercial terms and conditions. (Includes consumables & instrument orders, order call offs, conversions and adjustments in ship schedules, RMA’s).Assist in responding to customer inquiries by email & phone and provide the most suitable solution to their needs. (e.g., order verification, updates on delivery dates, product availability and pricing).

Manage instrument dispatch and coordinate deliveryBuild productive collaborative working relationships with Technical Support, Quote, Finance, Sales, logistics, Field Service & Support to deliver world class experience to our customers.Perform order backlog management and exception handling (credit hold, delivery exception) to ensure timely deliveryRespond, investigate, and provide solutions to Business Issues (complaints) raised by the customer.Preferred Requirements:Understand and/or deploy key internal business processesUnderstand key customer engagement processesUtilize commercial tools (e.g., CRM, SAP, Quickbase, Tableau)Navigate internal & external partnersPreferred Experience/Education:Typically requires considerable related experience with a bachelor’s degree; or some experience and a master’s degree; or equivalent work experience.Fluent in English and Spanish as a preference.All job offers with Illumina are subject to a valid VOG (Code of Conduct). Failure to be able to supply this might result in the retraction of any job contract.INDEUR#LI-EMEA#LI-EUROPE#LI-HYBRIDIllumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.

Expected salary

Location

Eindhoven, Noord-Brabant

Job date

Thu, 27 Mar 2025 01:01:23 GMT

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