Associate Customer Care Specialist

at  Illumina

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.
Why Us
Illumina are a global leader in genomics – an industry at the intersection of biology and technology. At the most fundamental level, we enable our customers to read and understand genetic variations. We strive to make our solutions increasingly simple, more accessible, and always reliable. As a result, discoveries that were unimaginable even a few years ago are now becoming routine – and are making their way into patient treatment.
Why you
You have a customer solution experience and looking for a new opportunity or you have a customer care mindset with a passion to make a difference in human health, then we would like to hear from you.
You are fluent in English and any additional European language is a plus.
If you want to push boundaries and join a culture fueled by innovation, collaboration and openness, this role could be for you. If you want a brilliant, fast-paced, dynamic, and mission-driven environment, then Illumina is the place for you.
The role
As Customer Care Coordinator, you will be based at Illumina’s Customer Operations Center in Europe, based in Eindhoven. This is a key role in our organization where no day will be the same!
You will be supporting our customers and company sales representatives. You will work with accuracy and efficiency and manage the high value order process while supporting sales by maintaining positive customer relations.
You will have a responsive, flexible, and adaptable approach and you will be using multiple systems such as Salesforce.com, SAP, MS Office Suite.

Responsibilities will include

• Incoming case triage in our CRM system Salesforce.com.
• Process customer high value orders in an efficient and timely manner according to the customer specifications and per compliance regulations.
• Review and release incoming orders via our online ordering platform MyIllumina.com.
• Build productive collaborative working relationships with our Customers and Internal departments (Contracts, Account receivables, Quotes, Finance, Sales, Field Service & Support)
• Assist in responding to customer inquiries and provide the best suitable solution to their needs.
• Perform other duties as assigned.

Preferred background, skills, and experience

• Ability to adapt and learn systems and processes quickly.
• Strong interpersonal and customer care skills.
• Strong written and verbal communication skills.
• Understand and deploy key internal business processes.
• Experience independently solving problems and working effectively in a team environment.
• Detailed and quality oriented.
• Fluent in English and any additional European language is a plus.

What can you expect?
With Illumina you can expect a highly competitive salary accompanied by a market leading benefits package. You will be part of the global leader in the Sequencing industry where you will find robust growth opportunities and career development within Illumina.
Our team members are bright, energetic, and dedicated—they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program. We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.
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.

• Incoming case triage in our CRM system Salesforce.com.
• Process customer high value orders in an efficient and timely manner according to the customer specifications and per compliance regulations.
• Review and release incoming orders via our online ordering platform MyIllumina.com.
• Build productive collaborative working relationships with our Customers and Internal departments (Contracts, Account receivables, Quotes, Finance, Sales, Field Service & Support)
• Assist in responding to customer inquiries and provide the best suitable solution to their needs.
• Perform other duties as assigned