The Executive Customer Care Specialist is an experienced professional with strong commercial operations and customer care experience. The ideal candidate will utilize strong analytical skills, attention to detail, excellent communication skills (written and verbal) and will be proactive in looking for ways to streamline and standardize day to day tasks and operations. Incumbent builds strong relationships with customers (internal/external) and serves as a liaison between customers and cross-functional groups across the company, advocating for and representing customers’ needs. Contributes to the company’s ability to meet sales goals by driving and building key relationships and exceptional customer experiences.
Focus of the role may vary based on need and experience. (We are currently looking for B2B and Ecommerce experience to support our business need)
Responsibilities:
Builds relationships with internal collaborators and customers.
Manages top tier, global or complex accounts. Supporting all aspects of customer care responsibilities partnering with sales and working cross-functionally to drive an exceptional customer experience.
May Lead/Partner in the implementation of region level plan to support a key business area such as :
Ecommerce and B2B integrations
Become the SME for focused area.
Partner closely with global teams to drive enhancements and integrations.
Train and be point of escalation for customer care and commercial teams.
Participates in corporate projects and technology enhancements acting as a SME and primary representative for Customer Care across processes and workstreams.
Proactively understands needs of business partners and customers and takes initiative.
Analyzes and handles escalated issues from team to resolve or provide direction. May log and track GIS tickets for break-fix or enhancements for team.
May manage or provide guidance on product portfolio updates (EOL,NPI, Backorder, product versioning) for Customer Care
Is a resource to advise business partners on best path to successfully execute on complex purchase, order, activation or deliveries requirements.
Monitors and track customer care KPIs, and drive improvements
May perform Sox Quarterly Reviews in support of Customer Care controls.
May visits select customers to identify opportunities for quote to cash improvement; combines visit with Supply Chain / Logistics / Sales
Work with cross-functional teams to identify reporting requirements
Participate or lead region level project/process improvement and initiatives
Provide training to new hires on specific processes as assigned.
May Lead analysis of regional VOC to drive improvements and feedback within regional team and reporting back to global team.
Requirements:
Commercial Background: Knowledge of commercial operations and customer care processes.
Experience with B2B integrations, Hosted Catalog/Punch out and online ordering a plus.
Collaborator and Team Player: Strong cross-team collaboration skills.
Self-guided in identification, prioritization and execution of deliverables and projects.
Demonstrated ability to multi-task, work in team settings, and work independently when required.
Strong analytical, organizational, problem solving, critical thinking and project management skills
Possess an open, flexible, and positive can-do attitude with strong interpersonal skills
Strong attention to detail and commitment to deliver quality work in a timely manner with competing priorities.
Self-motivated with a desire to innovate and improve on current state.
Thorough knowledge of Microsoft Office and Outlook and possess an innate ability to navigate through new software applications. Experience with ERP and CRM systems required. SAP and Salesforce.com a plus.
Process Oriented: Methodical, practical, analytical with good project management skills.
Communicator: Strong presentation and written skills with ability to correspond at multiple levels of management required
Education:
BA/BS in life science, chemistry or business or equivalent work experience.
At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and 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 demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. 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
