• 9 oktober 2018
  • Vacaturennummer bv-12399
Providing outstanding customer service and support, you'll be leading a team of customer service and support specialists to both meet and exceed customer expectations. Through effective team management and development, you’ll be representing the company professionally, ethically and morally, looking to ensure a high level of liaison internally to ensure coordination of activities and understanding of common goals, helping drive a best in class customer experience.

Working within a CRM and ERP systems (SAP and SalesForce) you will affect continual improvement through identifying and recommending process, policy and system improvements to optimise accuracy and efficiency. These will then be executed locally within region whilst adhering to global corporate requirements.

Your customers are at the forefront of genetics and NGS (Next Generation Sequencing), helping to deliver advancements in life sciences, oncology, reproductive health, agriculture and other emerging markets. Your new colleagues are all deeply passionate about what they do, knowing that their work has the power to improve lives.

If you want to push boundaries and join a culture fuelled by innovation, collaboration and openness. If you want a brilliant, fast-paced, mission-driven environment, then Illumina is the place for you. Join the journey of a lifetime. Join Illumina.

Responsibilities will include:
  • Leading, inspiring and directing a team regarding daily workload activities
  • Heading up one of three regional teams (of between seven – nine direct reports), reporting into the Sr Manager Customer Support
  • Working on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
  • Following processes and operational policies in selecting methods and techniques for obtaining solutions
  • Acting as advisor within the team to meet schedules and/or resolve technical problems
  • Frequently interacting with both internal and external customers facilitating a collaborative approach among members of a project team
  • Resolving escalated issues from customers to improve customer experience
  • Collaborating with the senior management team to continually evaluate team structure and tools to support exceptional customer service and efficient order processing
  • Identifying and recommending process, policy and system improvement to optimise accuracy and efficiency that can be executed locally within region whilst adhering to global corporate requirements
  • Following corporate policies and procedures including, but not limited to department specific, SOX and Quality compliance requirements
  • Ensuring the timely and accurate recording of transactions within our CRM, ERP or other systems
Preferred background, skills and experience:
  • Strong English language skills with additional German or a Scandinavian language skills preferred
  • Bachelor’s degree (or equivalent)
  • Demonstrable experience of effective team management and development
  • Strong leadership skills with the ability to motivate, empower and challenge direct reports to innovate and collaborate while building flexible processes and infrastructure for a best-in-class customer support group in a dynamic environment
  • Proven ability to quickly develop expertise, multi-task, embrace change and innovate in a fast-paced environment
  • Ability to effectively lead, plan and execute on projects, issues and process improvement
  • Excellent communication (written and oral) and interpersonal skills. Well-developed interpersonal and leadership skills
  • Highly motivated and successful individual who can build and maintain a positive, challenging and dynamic work environment for all departments under management
  • Previous leadership or management experience in customer service, order management, field support, or similar role
  • Sales operations, International Distributor Support, logistics/ import/export, and supply chain experience a plus
  • Previous Life Science or Clinical Industry experience a plus
  • Experience working with ERP and CRM systems (SAP and SalesForce knowledge preferred)
  • Experience using Microsoft suite ( Word, Excel, Outlook, PowerPoint etc.)
  • Proven track record managing teams and driving process improvement initiatives