Customer Care Specialist - MEART

South Africa

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Genomic Technology, HealthcareIndustries

Requirements

Candidates should have a strong understanding and experience with international shipment and import/export processes, with relevant experience in the Middle East, Africa, Turkey, or Russia being a plus. They must possess strong experience working with international freight forwarders and local logistics partners, coupled with in-depth knowledge of ERP, CRM, eCommerce, and MS Suite. Demonstrated ability to multitask, work both independently and in team settings, and a detail-oriented approach are essential. Familiarity with reviewing and running basic reports, understanding internal business processes and policies, and applying advanced skills to resolve complex problems are also required. A customer-first mindset is crucial, along with 3-5 years of customer support experience and a preferred B.S. in Life Sciences, Chemistry, or Business.

Responsibilities

The Customer Care Specialist will perform a broad range of functions supporting the customer ordering process, including order entry, collaboration with inventory and planning teams, and involvement in logistics, shipping, customs clearance, and delivery. Responsibilities include validating technical aspects of orders for accuracy and feasibility, providing customers and sales with order verification and delivery updates, and managing ship schedules to ensure timely delivery by reviewing backlogs. The role involves identifying and forwarding sales leads, providing phone and email support for order and delivery inquiries, and driving cross-functional efforts to resolve order-to-delivery issues. This includes coordinating and submitting documents for order fulfillment, communicating delivery arrangements, and maintaining records of customer interactions and transactions. Additionally, the specialist will drive MyIllumina/B2B adoption, provide training, manage e-commerce exceptions, understand account management requirements, and identify opportunities for process improvement within the order-to-delivery cycle.

Skills

Order Entry

Inventory Management

Logistics

Shipping

Customs Clearance

Customer Support

Case Management

Sales Support

Communication

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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