Customer Care Specialist 2 International at Illumina

Sao Paulo, Sao Paulo, Brazil

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Genomics, HealthcareIndustries

Requirements

English fluency
Experience in global trade operations
Experience in process improvements
Experience in compliance
Experience in strategy

Responsibilities

Primarily support Latin America Channel Partners and customers
Provide phone and email support to internal and external customers and channel partners
Validate all aspects of orders to ensure accuracy, completeness, and technical feasibility
Ensure communication throughout the ordering process
Proactively review and update backlog and manage ship schedules
Recognize matters needing attention or escalation and initiate action
Seek to understand customer needs and think big picture before offering solutions
Drive cross-functional efforts to resolve complex orders and customer issues
Collaborate with internal teams to ensure seamless customer experiences
Support business/customer needs and identify and pass leads to sales team
Support short and/or long-term projects
Support key accounts and/or specific business areas
Understand Illumina's account management and purchase to cash requirements
Manage customer billing order adjustments, credit/rebills, and product returns
Manage coordination of international shipments to customers and channel partners
Manage coordination of international returns

Skills

Key technologies and capabilities for this role

Customer ServiceOrder ManagementExport ShipmentsGlobal Trade OperationsProcess ImprovementsComplianceCross-Functional CollaborationCRM SystemsInquiry ManagementCase Management

Questions & Answers

Common questions about this position

What is the employment type for this Customer Care Specialist role?

The position is full-time.

Is remote work or location specified for this position?

This information is not specified in the job description.

What key skills are required for this role?

The role requires excellent communication skills, experience in global trade operations, process improvements, compliance, strategy, and strong cross-collaboration skills for global communication.

What is the company culture like at Illumina?

Illumina offers a collaborative environment where every person has the opportunity to make a difference, surrounded by extraordinary people, inspiring leaders, and world-changing projects, with a focus on expanding access to genomic technology for health equity.

What should I include in my application for this position?

Submit your resume in English, as English fluency is required.

Illumina

Supports genomics startups through funding and resources

About Illumina

Illumina focuses on fostering innovation in the genomics industry by supporting startups through its Illumina Accelerator program. This program helps entrepreneurs create, launch, and grow genomics-focused companies by providing funding and resources. The accelerator operates in two main locations: the San Francisco Bay Area and Cambridge, UK. Illumina Accelerator has successfully invested in 68 genomics startups, which have collectively raised over $1 billion in venture capital. What sets Illumina apart from its competitors is its strong partnership with leading venture capital investors and its dedicated focus on the genomics sector. The goal of Illumina is to build a thriving ecosystem for genomics innovation, enabling new companies to emerge and advance the field.

San Diego, CaliforniaHeadquarters

1998Year Founded

$27.2MTotal Funding

IPOCompany Stage

Venture Capital, BiotechnologyIndustries

5,001-10,000Employees

Risks

Over-reliance on NVIDIA's AI technology may limit flexibility in AI solution adoption.

Standardizing proteomics data across platforms could challenge Illumina's data reliability.

Single-flow-cell NovaSeq X System might cannibalize sales of higher-end models.

Differentiation

Illumina leads in genomic sequencing with advanced AI integration and multiomic data analysis.

The company offers innovative array-based solutions for DNA, RNA, and protein analysis.

Illumina's global expansion includes a new Global Capability Center in Bengaluru.

Upsides

Collaboration with NVIDIA enhances drug discovery and clinical development through AI integration.

Pilot proteomics program with UK Biobank aims to generate crucial reference datasets.

Single-cell sequencing kits make high-throughput sequencing accessible to smaller labs.

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