Manager Customer Care
3 maanden geleden
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.
Illumina are a global leader in genomics -an industry at the intersection of biology and technology. At the most fundamental level, we enable our customers to read and understand genetic variations. We strive to make our solutions increasingly simple, more accessible, and always reliable. As a result, discoveries that were unimaginable even a few years ago are now becoming routine and are making their way into patient treatment.
- Illumina's employee benefits are industry leading and include, Flexible time off, Compassion and care time off, Leisure travel insurance, Pension, Employee Stock Purchasing Program, Volunteer time off and much much more_
Why You
The Customer Care Manager role within our Commercial Operations Department offers a dynamic opportunity to make a real difference. You'll be responsible for leading and developing a team of Customer Care Specialists who provide exceptional support to our customers, field sales representatives, and service and support teams.
Leads, inspires, and directs the team.
- Monitors and directs daily workload activities to meet business objectives and drive best-in-class customer experience.
- Represents the company professionally, ethically, and morally at all times.
- Develops and manages team performance:
- Ensures a high level of liaison within the department and across departments & staff to ensure coordination of activities and understanding of common goals.
- Develops and administers schedules, performance requirements; and may have budget responsibilities.
- Acts as advisor to subordinate(s) to meet schedules and/or resolve technical problems.
- Work with the management team to continually evaluate team structure and tools to support exceptional customer experience and efficient processing.
Drives results and customer satisfaction:
- Develops and presents information for Quarterly Business Reviews within the department and with cross-functional teams and vendors.
- Works 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. Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
- Utilizes team dashboards and reporting tools to drive the team to meet established department and company objectives, targets, customer care/commercial KPIs, service level targets, and customer experience objectives.
- Drives Initiatives and recommendations or implementation of process improvements working cross-functionally with a focus on improved customer experience and team efficiency.
- Resolves escalated issues from customers and internal teams to improve customer experience.
- Identify and recommend process, policy, and system improvement to optimize accuracy and efficiency that can be executed locally within the region whilst adhering to global corporate requirements.
Ensures compliance and professionalism:
- Responsible for understanding and ensuring employees follow corporate policies and procedures including, but not limited to department-specific, SOX, and Quality compliance requirements.
Responsibilities:
- Provide quality support and leadership to the operational departments, peer and junior functions within the EMEA team.
- Provide quality engineering support throughout the product life cycle.
- Participate in investigations and ensure findings, risks, recommendations and outcomes are appropriate and are clearly documented and communicated through the required and applicable processes and systems
- Support local and regional reviews of process performance such as Complaint management, nonconformances, supplier performance and CAPA.
- Trend, analyze, and report on quality data in order to improve product and process.
- Working with internal customers in understanding Quality processes and requirements and reporting outward correctly to both internal metrics and customer.
- Develop recommendations based on data analysis
- Provide management with status updates on assigned responsibilities and goals and escalate issues in a timely fashion.
Preferred Educational and Experience Background:
- Typically requires a Bachelor’s degree and some related experience; or an advanced degree without experience; or equivalent work exper
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