Customer Care Specialist - Eindhoven at Illumina

Eindhoven, North Brabant, Netherlands

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Healthcare, GenomicsIndustries

Requirements

Previous office based experience working within a customer support role is essential
Excellent commercial skills
Ability to understand and/or deploy key internal business processes
Understand key customer engagement processes
Able to utilise commercial tools (e.g., CRM, SAP, Quickbase, Tableau)
Navigate internal & external partners
Fluent English language skills
German language skills (highly preferred)

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 best suitable solution to their needs. (e.g., order verification, updates on delivery dates, product availability and pricing)
Manage instrument dispatch and coordinate delivery
Build 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 delivery
Respond, investigate, and provide solution to Business Issues (complaints) raised by the customer
Perform other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceOrder ProcessingCRMEnglishGermanCommercial Skills

Questions & Answers

Common questions about this position

Is this position remote or onsite?

This is an onsite position in Eindhoven with the opportunity for hybrid working up to three days per week.

What language skills are required for this role?

Fluent English language skills are essential, and German language skills would be highly advantageous.

What are the key responsibilities of the Customer Care Specialist?

Key responsibilities include processing orders over 350K efficiently, assisting with customer inquiries via email and phone, managing instrument dispatch, building relationships with internal teams, and handling order backlogs and customer complaints.

What previous experience is preferred for this position?

Previous office-based experience in a customer support role is essential, along with excellent commercial skills and the ability to build strong customer relationships.

What is the salary or compensation for this role?

This information is not specified in the job description.

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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