Customer Care 2
2 semanas atrás
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.
Position Summary:
Primary Responsibilities may include:
- Process customer orders in an efficient and timely manner according to the customer specifications and commercial terms.
- Manages administrative aspects in support of Nota Fiscal and Boleto requirements. Including communications with customers, internal teams and our 3rd party partners Deloitte consulting and TransNassar.
- Exercises own judgement to determine best path to resolve purchase order and system discrepancies for sales orders, working with customers and/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.
- Manages updates for Service Contracts or Billable Services as assigned.
- May create Credit/Rebills for billing discrepancies as assigned.
- 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 as assigned.
- Run, Review and action reports from SAP system in support of operational efficiency, customer experience and compliance.
- Process Milestone billings for clinical NIPT business or other bulk billings as assigned.
- Train new employees on Case triage, assignment, and disposition.
- May participate in projects as assigned.
**Education**:
- Bachelor’s degree in biology, pharmacy or equivalent and/or administrative area.
Skills and Experience:
- 2 + year of experience in a customer support role or equivalent.
- Proficient in both English and Portuguese languages. Spanish is a plus.
- Ability to read, interpret, and action on reports.
- High attention to detail.
- Applies general knowledge of business developed through education or past experience.
- Experience with Microsoft Suite; Outlook, Excel, Word, preferred.
- Experience in Biotechnology companies is a plus.
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