Customer Care Specialist 2
2 semanas atrás
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.
**Please submit your resume in English**
Watch to hear first-hand from our employees what it's like to work in genomics at Illumina.
Customer Care - AMR Shared Service Role
Level: CCS2 - P2 - past technical skills and language requirements.
Location: Sao Paulo
Position Summary:
Primary Responsibilities may include:
- Process customer orders in an efficient and timely manner according to the customer specifications and commercial terms and our policy guidelines.
- Exercises own judgement to determine best path to resolve purchase order and system discrepancies for sales orders, working with customers or internal teams.
- works with master data team on customer account set up/updates and/or shipping preferences.
- works with Sales and Quotes team on quote updates or discrepancies.
- works directly with customers on pricing discrepancies.
- Credit/Rebill Adjustments for tax discrepancies and other adjustments for customers as required.
- Service Contract Management - ensure service contract dates and requirements are updated, managed, and released for invoicing as required.
- Provides immediate support for same day action requests and escalates internally as needed. Includes updating order as requested for timely shipments and/or warehouse changes.
- Manages order communications exceptions in support of compliance and customer experience.
- Run, Review and action reports from SAP system in support of operational efficiency, customer experience and compliance.
- May participate in other duties as assigned.
Education and Experience:
- Bachelor’s degree in Biology, Pharmacy, or equivalent and/or Administrative area.
Skills and Experience:
- 2+ years of experience in a customer-facing, customer service or administrative role.
- Bi-lingual - Strong spoken and written English and Portuguese. Other languages are a plus.
- Ability to run, read, interpret, and act on reports.
- Experience with Microsoft Suite; Outlook, Excel, Word etc.
- Experience working in Biotechnology companies a plus.
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