Customer Care Specialist - MEART

South Africa

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Genomic TechnologyIndustries

Requirements

Candidates should have a good understanding and experience with international shipments and import/export processes, along with strong experience working with international freight forwarders and local logistics partners. In-depth knowledge of ERP, CRM, eCommerce, and MS Suite is required, as is a demonstrated ability to multitask, work in team settings, and work independently. Detail orientation, the ability to apply advanced skills to resolve complex problems, a customer-first mindset, and familiarity with reviewing and running basic reports are essential. Preferred qualifications include 3-5 years of customer support experience and a B.S. in Life Sciences, Chemistry, or Business.

Responsibilities

The Customer Care Specialist will perform order entry, collaborate with inventory and planning teams, and be involved in logistics, shipping, customs clearance, and delivery. Responsibilities include validating technical order aspects, providing customers and sales with order verification and updates, reviewing backlogs, managing ship schedules, identifying sales leads, and providing phone and email support for order and delivery inquiries. The role also involves driving cross-functional efforts to resolve order-to-delivery issues, coordinating and submitting documents for order fulfillment, communicating delivery arrangements, recording customer interactions, driving MyIllumina/B2B adoption, providing MyIllumina training, managing e-commerce exceptions, understanding account management requirements, and identifying areas for process improvement.

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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