Illumina
biotech
CustomerCareRepresentative
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Care Representative at Illumina. Skills: customer support, order processing, logistics, communication. Validate technical aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping and revenue recognition.. Provide customers with order verification, updates on delivery dates, product availability and pricing.”
Industry & Context.
independently solving problems; Analyzes problems, determines approach within guidelines, compiles and analyzes data and prepares reports and recommendations.
What They're Looking For.
Must Have
2-5 years of customer support experience required, Excel, Outlook, Word experience required, Must be very detail-oriented
Nice to Have
Ideally within a biotech company, Experience working with a freight forwarder or experience with international logistics preferred, Experience working with ERP systems (SAP, JDE, etc. ) or other order entry software preferred, Familiarity with Internet commerce sites and overall comfort with technology strongly desired, Comfort with technology preferred, B. S in Life Sciences, Chemistry or business strongly preferred
What You'll Do.
Validate technical aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping and revenue recognition., Provide customers with order verification, updates on delivery dates, product availability and pricing., Identify and pass sales leads to sales team as appropriate., Provide phone and email support to customers., Provide analytical and specialized administrative support with general instructions., Check purchase orders of distributors for accuracy (quantity, price, description, etc.
), Convert sales process notifications (confirmations, delays, etc.
) into local language documents where appropriate., Work with accounts receivable to maintain up-to-date customer finance details., Monitor purchase/sales orders and update status to ordering parties., Proactive communicate to sales team when change of order status is received., File documentation promptly and assist in auditing., Review, book and manage all aspects of commercial and internal sales orders received from the business in an efficient and timely manner.
How You'll Work.
Team & Collaboration
Work closely with Technical Support, Manufacturing, Finance, Sales and Marketing to ensure that Illumina provides a positive and collaborative experience for their customers; Work closely with team members from Product Management, Planning, Sales, Finance and Logistics to resolve issues and ensure accurate and timely delivery of orders.; Coordinate and assist Shipping to prepare appropriate shipping and trade compliance documentation, work closely with freight forwarders or shipping partners to ensure timely delivery; Coordinates high level activities between departments and outside parties.; Contacts Illumina employees’ at all organizational levels to gather information and prepare reports.
Communication Scope
written and verbal communication skills in English
Full Job Description
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. ## The Customer Support Specialist 2 in Australia performs a broad range of functions in support of the customer ordering process, from quote generation to order entry, inventory and planning collaboration, logistics and shipping involvement, customs clearance and ultimately delivery. The unique workload varies by geography assigned and staffing demands in the region and in regions with a greater number of staff, the position may be highly specialized, focusing on a single area of the customer ordering process, such as service order processing. **Responsibilities:** * Validate technical aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping and revenue recognition. * Provide customers with order verification, updates on delivery dates, product availability and pricing. * Identify and pass sales leads to sales team as appropriate. * Work closely with Technical Support, Manufacturing, Finance, Sales and Marketing to ensure that Illumina provides a positive and collaborative experience for their customers * Provide phone and email support to customers. * Provide analytical and specialized administrative support with general instructions. * Check purchase orders of distributors for accuracy (quantity, price, descript
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