Customer Support Specialist (Eindhoven)

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.

You’ll be providing excellent customer service, helping to drive continuous improvement regarding the customer experience for our customers in Europe (primarily covering German-speaking regions). You will also be liaising with the sales and internal support functions to deliver best in class service.

Like you, we know the importance of your role and offer you a collaborative and supportive environment in which you are encouraged to continually develop your skills and knowledge.

You’ll join a culture fuelled by innovation, collaboration and openness, helping change lives by driving advancements in life sciences, oncology, reproductive health, agriculture and other emerging markets.

Responsibilities will include:

• Customer Service, dealing with questions and inquiries via phone and email, ensuring swift resolution/escalation of any issues or problems.
• Order processing
• Phone and email support to (internal) customers
• Backlog management
• Taking the lead to drive continuous improvement and safeguard best practice
• Work closely with Technical support, Quotes, Sales, Finance and the Field Service & Support organisation to ensure that Illumina provides world-class experiences for their customers
• Provide (internal) customers with order verification, updates on delivery dates, product availability and pricing

Preferred Experience & Skills:

• Fluent, business level, English and German language skills
• Previous customer service experience (customer support), ideally within a clinical environment
• Commitment to delivering customer satisfaction
• Graduate (HBO) degree in relevant field, or equivalent experience
• Genuine team player with strong relationship building skills
• Creative and able to find innovative solutions to complex issues
• Demonstrated ability to operate independently within a fast-paced, team environment
• Takes a results-oriented approach, owning tasks and proactively delivering innovative solutions

Illumina believes that everyone has the ability to make an impact, and 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.