Sr. Customer Care Operations Analyst

3 semanas atrás

São Paulo, Brasil Illumina Tempo inteiro
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.

**Please submit your resume in English**

The Sr. Customer Care Operations Analyst provides critical support to Illumina's AMR Customer Care team as a key business partner delivering support for tools, data analysis, business process and system enhancements.

The ideal candidate will have strong analytical skills, attention to detail, excellent communication skills (written and verbal) and proactive in looking for ways to streamline and standardize day to day tasks and operations. English and Portuguese fluency required. This position is an internal position and requires minimal travel.

Qualifications

Commercial Background: Knowledge of commercial operations and customer care processes Self-driven with a desire to learn Process Oriented: Methodical, practical, analytical with good project management skills Collaborator and Team Player: Strong cross-team collaboration skills Communicator: Excellent presentation and written skills with ability to correspond at multiple levels of management required

Responsibilities

Customer Care Operations Analyst provides critical support to Illumina's AMR Customer Care team as a key business partner delivering support for tools, data analysis, business process and system enhancements. The ideal candidate will have strong analytical skills, attention to detail, excellent communication skills (written and verbal) and proactive in looking for ways to streamline and standardize day to day tasks and operations. Partner with customer care on generating reports, analytic tool training and support, ad hoc leadership requests business analysis and QBR support. Support regional activities related to commercial applications (Ex: Salesforce, SAP, eCommerce, etc.) and other enhancement workstreams impacting customer care. Responsibilities include capturing requirements, prioritization support, ticket logging and management, communication, and coordinate testing to ensure optimum outcomes. Account determination to support B2B enablement, sales reporting and opportunity accuracy. Liaises with global Customer Care Operations and regional counterparts. Supports customer care in trouble shooting, and analysis deep dives to drive clarity and process improvements. Deliver or develop process or training documentation in support of customer care reports, tool enhancements or process improvements as requested. Performs other duties as required.

Education

BA/BS in life science, chemistry or business or equivalent work experience. Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; 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 To learn more, visit:

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