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.Position Summary:The ideal candidates have excellent written and spoken communication skills either in Portuguese and English. Handle inbound inquiries through phone/email for both internal and external parties to help support. They will build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company. Manage strategic/key account customers with a high focus on customer experience as assigned. The candidates are seasoned, experienced professional with a full understanding of areas of specialization; corporate policies and procedures; resolving a wide range of issues in creative ways to support of our customers and internal/external partners to meet our business goals.Responsibilities include but not limited to:Possess customer first mindset and strive to deliver exceptional customer experience.Standard order creation and maintenance – Sales order, returns, credits, debits, Ecommerce orders and general backlog management.Custom and clinical product understanding – Order creation and maintenance, backlog management, inventoryanalysis, customer communication, process development and management.DCP/SFDC management – Case creation, business issue and inquiries, product returns, customer care tasks and responsibilities.Support global and regional projects working cross-functionally on multi-cultural environment as a SME (subject matter expert). Supporting design, UAT testing, training and hyper care for new system and process implementations.Help to identify process gaps, drive process understanding, development, implementation, and management to streamline business functions and customer experience.Support team through cross functional collaboration with issue escalation resolution, training and mentoring opportunities for team and new employee onboarding as well as support documentation requirements.Coordination of Nota Fiscal and Boleto requirements for orders and shipments providing acknowledgement on Fiscal and Financial Legislation, including Accounting and Accounts Receivable management working with financial consulting partner Deloitte.Acknowledgement on Logistics requirements; acts as a liaison on logistics matters with customers, financial consulting partner Deloitte, 3PL warehouse and internal teams.Provide phone and email support to internal and external customers ensuring their requests are captured and resolved in a timely manner.Communicate and delegate responsibilities to partner companies.Ability to understand policies, practices, and procedures to exercise good judgement and determine appropriate action.Build productive, collaborative working relationships with customers and coworkers, being a team leader.Independently solve problems and work effectively in a team environment.Support customers, colleagues and co-workers on different business areas as assigned.Education:Bachelor’s degree in biology, pharmacy or equivalent and/or administrative area.Skills and Experience:Excellent communication skills in both Portuguese and English languages;5+ years experience in a customer support role or equivalent;Ability to clearly communicate complex ideas and concepts;Ability to coordinate and collaborate with cross-functional teams to support customer needs;Proficiency using Microsoft Office and CRM and/or ERP systems (SAP, SFDC);Diligent and detail-oriented with proven ability to be highly productive and accurate;Customer-first attitude.Past experience in process mapping and/or system implementations is a plus.Past training and work instruction documentation is a plusPast experience in Biotechnology companies is a plus.At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. 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