Senior Customer Care Specialist

1 Month ago • All levels • Customer Service

Job Summary

Job Description

Illumina is seeking a Senior Customer Care Specialist who is fluent in Italian and English to join their Customer Operations Center in Eindhoven. The role involves processing orders, responding to customer inquiries via email and phone, managing instrument dispatches, and coordinating deliveries. The specialist will also be responsible for order backlog management, exception handling, and resolving customer business issues. A key aspect of the role is building collaborative relationships with various internal departments such as Technical Support, Sales, and Logistics to ensure a world-class customer experience. The ideal candidate will have a proven customer service background, a solution-oriented approach, and be comfortable working in a fast-paced environment with high attention to detail. Experience with systems like Salesforce.com, SAP, and Quickbase is preferred.
Must have:
  • Process orders efficiently
  • Respond to customer inquiries
  • Manage instrument dispatch
  • Handle order backlog and exceptions
  • Resolve customer business issues
  • Build cross-functional relationships
  • Fluent in English
  • Fluent in Italian
Good to have:
  • Understand internal business processes
  • Understand customer engagement processes
  • Utilize commercial tools (CRM, SAP, Quickbase, Tableau)
  • Navigate internal & external partners
Perks:
  • Flexible time off
  • Private medical insurance
  • Compassion and care time off
  • Leisure travel insurance
  • Pension
  • Employee stock purchasing program
  • Volunteer time off

Job Details

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Customer Care Specialist Europe (Italian Speaking)

Eindhoven - Hub Hybrid

As Sr Customer Care Specialist, you will be based at Illumina’s Customer Operations Center in Europe, based in Eindhoven. To be successful in the role you are a solution orientated person with a proven customer service background, who enjoys working in a fast-paced and dynamic environment. In the role you will work independently with the support of the team. This is a key role in our organization where no day will be the same!  You will have a responsive, flexible, and adaptable approach and work with high attention to detail and accuracy. You will be using multiple systems such as Salesforce.com, SAP, Quickbase, MS Office Suite.

  

Why us

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world-changing projects, you will do more and become more than you ever thought possible.

Illumina's employee benefits are industry-leading and include flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off and much more!

Why you

As Sr Customer Care Specialist you will have a responsive, flexible, and adaptable approach and work with high attention to detail and accuracy. You may be a school leaver or graduate looking for an opportunity in a forward-thinking organization, or you may have customer solution experience and looking for a new opportunity. You are fluent in English, any other European language is a plus.

Responsibilities will include

  • 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.

Preferred skills and experience include:

  • Understand and/or deploy key internal business processes
  • Understand key customer engagement processes
  • Utilize commercial tools (e.g., CRM, SAP, Quickbase, Tableau)     
  • Navigate internal & external partners
  • Fluent in English, and Italian.

What can you expect?

Our team members are bright, energetic, and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program. We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.

All job offers with Illumina are subject to a valid VOG (Code of conduct). Failure to be able to supply this might result in the retraction of any job contract.

#LI-EUROPE

#LI-EMEA


We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants.

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About The Company

At Illumina, our goal is to apply innovative technologies and revolutionary assays to the analysis of genetic variation and function, making studies possible that were not even imaginable just a few years ago. These studies will help make the realization of personalized medicine possible. With such rapid advances in technology taking place, it is mission critical to have solutions that are not only innovative, but flexible, scalable, and complete with industry-leading support and service. As a global company that places high value on collaborative interactions, rapid delivery of solutions, and prioritizing the needs of its customers, we strive to meet this challenge. Illumina’s innovative, array-based solutions for DNA, RNA, and protein analysis serve as tools for disease research, drug development, and the development of molecular tests in the clinic.



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