Sr Customer Care Latin America

São Paulo - SP
Permanente
Período integral

Há 23 dias

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.Sr Customer Care Specialist – Latin AmericaPosition Summary:The ideal candidate has excellent communication skills and provides quick resolution for both internal and external customers. They will build strong relationships with Channel Partners and Customers and serve as a liaison between them and cross-functional groups across the company. The candidate should have experience managing order entry fulfillment utilizing multiple systems and provide an exceptional customer experience that promotes retention and loyalty.Why You:To be successful in this role, you are expected to have experience in global trade operations, process improvements, compliance, and strategy. Drive exceptional cross-collaboration skills to effectively communicate globally across the organization. It is an exciting opportunity to join a dynamic team.The Role:
Manages Latin America Channel Partners and Customers interactions for order and delivery management, inquiry and case management, serves as liaison between customers and internal teams to provide support across the product and services portfolio. Focus includes international export shipments management.Responsibilities:

Primarily support to Latin America Channel Partners and customers.

Provides phone and email support to internal and external customers and channel partners, ensuring requests are captured and resolved promptly.
Validates all aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping to meet customer needs and revenue recognition requirements.
Ensure communication is maintained throughout the ordering process by providing customers and sales with order verification, updates on delivery dates, product availability and pricing.
Proactively reviews and updates backlog and manages ship schedules to ensure timely delivery.
Use judgement and expertise to proactively recognize matters needing attention or escalation and initiates action by communicating to appropriate internal teams and/or management to drive resolution.
Seeks to understand customer needs and thinks big picture before offering solutions.
Drives cross-functional efforts to remove roadblocks and/or works independently to resolve complex orders and customer issues and clearly articulates resolution to internal partners and customers.
Collaborate with internal teams, including Technical Support, Sales, Finance, Digital, Supply Chain and Commercial Operations, to ensure seamless customer experiences.
Works closely with the Regional Commercial team to support business/customer needs and identify and pass leads to sales team as appropriate.
Supports short and/or long-term projects as a volunteer or per assignment for region or company.
Supports key accounts and/or specific business areas as assigned.
Understands Illumina's account management and purchase to cash requirements and identifies opportunities to improve the customer experience or internal processes.
Manages customer billing order adjustments, credit/rebills, and product returns.
Manage coordination of international shipments to customers and channel partners.
Manages coordination of international returns.
Manages coordination of transborder deals.
Support covers revenue order and service support areas including standard orders, billable services, service contract support, export and shipment coordination of consumables, instruments and spare parts for services.

Requirements:

Exceptional interpersonal, oral, and written communication skills, with a demonstrated ability to listen, adjust, influence, and deliver outstanding customer experiences.
Bachelor’s degree in foreign Trade, International Business, Business Administration or equivalent.
Experience in trade & compliance, international business, customs clearance and international shipping requirements.
3+ years’ experience in a customer support or sales support role or equivalent.
Bilingual – Strong spoken and written English and Portuguese. Spanish desired is a plus.
Proven ability to clearly convey complex ideas and concepts.
Proven ability to coordinate and collaborate with cross-functional teams to support customer needs.
Proficiency in using Microsoft Office and CRM and/or ERP Systems (SAP, SFDC).
Diligent and detail-oriented with proven ability to be highly productive and accurate.
Ability to compile data and prepare reports for ad-hoc transactional use and analyze data to drive decisions.
Apply company policies and procedures to resolve a variety of issues.
Previous life sciences company experience a plus.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative 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 offer opportunities to engage in social responsibility. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. 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. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.

Illumina

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