Senior Customer Care Specialist at Illumina

Eindhoven, North Brabant, Netherlands

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Genomics, HealthcareIndustries

Requirements

Considerable experience working within a customer focused role, preferably in the life science industry (not essential)
Fluent English language skills (written and verbal)
Ability to identify process gaps, propose solutions and drive improvements
Proven ability to multi-task, embrace change and innovate in a fast paced environment
Ability to effectively balance commercial, operational and compliance needs
Ability to handle stressful situations and demonstrate strong problem solving skills
Ability to develop and present information to multi-cultural regional teams
Proven track record in effectively working with cross-functional teams and integrating input from multiple members
Self-motivated with strong desire to provide excellent customer service
Experience working with ERP and CRM

Responsibilities

Work closely with Customer Care leadership to analyze improvement opportunities, provide feedback and monitor progress
Build business cases for automation opportunities and work on implementation if applicable
Participate and drive operational excellence projects for Customer Care and cross departmental projects, to improve processes and customer experience, create efficiency and reduce manual touchpoints
Participate in global/regional/local projects and act as single point of contact and/or subject matter expert (including user acceptance testing)
Analyze data to identify trends and improvement opportunities and initiate/drive initiatives to improve team efficiencies and reduce customer complaints
Manage inventory risk alerts, product quality notifications, new process introduction & end of life process; collaborate with relevant teams to ensure optimal (instrument) availability for the European region
Collaborate with global peers and different internal departments to leverage best practices to enhance customer experience
Perform other duties as assigned

Skills

Customer Care

Process Improvement

Project Management

Automation

Business Analysis

Reporting

Stakeholder Coordination

English

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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