Customer Care Jobs in Brazil – Join the Illumina Team
Customer Care Jobs in Brazil At Illumina, we are dedicated to expanding access to genomic technology in order to achieve health equity for billions of people worldwide. Our work enables life-changing discoveries that transform human health by facilitating early disease detection, diagnosis, and innovative treatment options for patients. Join our team and be part of something greater than yourself, where every individual has the power to make a difference. Surrounded by exceptional people, inspiring leaders, and groundbreaking projects, you will unlock your full potential and accomplish more than you ever imagined.
Job Posting: Customer Care Specialist 2 – Americas
Customer Care – AMR Shared Service Role
Level: CCS2 – P2 – past technical skills and language requirements.
Location: Sao Paulo
Please submit your resume in English
Position Summary:
The ideal candidate for this position will be bi-lingual (English and Portuguese) and comfortable working in a fast-paced collaborative environment. They will have experience in interfacing with and supporting both internal and external customers, as well as managing operational tasks. In the Shared Services role, the incumbent may serve as a liaison between customers and cross-functional groups across multiple countries and locations. By contributing to the company’s sales goals and providing exceptional customer service, the incumbent will be instrumental in ensuring an outstanding customer experience.
Primary Responsibilities May Include:
- Customer Case Triage: Review, assign, and manage customer cases in the Salesforce.com CRM system.
- Order Processing: Process customer orders efficiently and accurately according to specifications, commercial terms, and company policy guidelines.
- Purchase Order Resolution: Exercise judgment to determine the best course of action in resolving purchase orders and system discrepancies for sales orders, collaborating with customers or internal teams.
- Master Data Management: Collaborate with the master data team to set up/update customer accounts and shipping preferences.
- Sales and Quoting Support: Work with the Sales and Quotes team to update or address any discrepancies in quotes.
- Price Discrepancy Resolution: Directly work with customers to resolve pricing discrepancies.
- Credit/Rebill Adjustments: Handle tax discrepancies and make necessary adjustments for customers.
- Service Contract Management: Ensure service contract dates and requirements are accurately maintained, managed, and released for invoicing.
- Immediate Support: Provide immediate support for same-day action requests, escalating internally when needed, and making necessary updates to orders.
- Order Communications Exception Management: Handle order communication exceptions to ensure compliance and enhance the customer experience.
- Report Management: Run, review, and act on reports generated by the SAP system to optimize operational efficiency, customer experience, and compliance.
- Other Duties: Participate in other assigned duties as necessary.
Education And Experience:
- Bachelor’s degree in Biology, Pharmacy, or a related field, or equivalent experience in an administrative area.
Skills And Experience:
- Customer-Facing Experience: Minimum of 2 years of experience in a customer-facing, customer service, or administrative role.
- Bi-Lingual Proficiency: Strong written and spoken English and Portuguese; knowledge of additional languages is a plus.
- CRM/ERP Systems: Prior experience working with CRM/ERP systems, such as Salesforce.com (CRM) and SAP (ERP).
- Report Management: Ability to run, read, interpret, and take action based on reports.
- Microsoft Suite: Proficiency in Microsoft Suite applications, including Outlook, Excel, and Word.
- Biotechnology Experience: Previous experience within the biotechnology industry is advantageous.
