Customer Care Manager, Global Commercial Operations

Illumina; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global leader in genomic technology located in São Paulo is seeking an experienced manager to lead their customer support team. The ideal candidate will have over 7 years of customer support experience, ideally in the life science industry, and 3 years in management. Key responsibilities include leading the global shared services team, monitoring performance, and ensuring excellent customer experiences. Strong leadership and interpersonal skills are essential for success in this dynamic role.

Qualificações

• 7+ years customer support experience in the life science industry.
• 3+ years of management experience in a commercial role.
• Strong decision-making skills.

Responsabilidades

• Lead and direct global shared services team across international sites.
• Monitors daily workload activities to meet business objectives.
• Establish key performance indicators for customer care team.
• Resolve escalated issues to enhance customer experience.

Conhecimentos

Leadership

Customer service expertise

Project management

Analytical problem solving

Negotiation skills

Interpersonal skills

Formação académica

B.S. or equivalent in science or business related field

Ferramentas

ERP and CRM systems

Microsoft Suite

Visio

Quickbase

Descrição da oferta de emprego

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.

Watch to learn first-hand from our employees what it's like to work in genomics at Illumina.

Key Responsibilities

• Leads, inspires, and directs global shared services team located in multiple international sites, providing global support to all regions.
• Monitors and directs daily workload activities to meet business objectives and drive best in class customer experience.
• Establish key performance indicators for shared service customer care team and measure performance to ensure they are met or exceeded.
• Effectively manage customer inquiries through routing of cases and assignment.
• Establish mechanism for regular review of case routing design and identify opportunities for improvements to deliver excellent customer experience—liaise with cross‑functional stakeholders to continuously evaluate order to delivery performance in effort to support exceptional customer service and efficient processing of orders.
• Acts as advisor to the team to meet schedules and/or resolve technical problems.
• 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—ensures that employees record timely and accurate transactions within our CRM, ERP or other systems.

Preferred Requirements

• 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—well‑developed inter‑personal 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.

Preferred Experience / Education

• B.S. or equivalent in science or business related field required.
• 7+ years customer support experience, preferably in the life science industry.
• 3+ years of management experience in a commercial role.
• Excellent time management, organizational and interpersonal skills.
• Experience in a team‑oriented work environment.
• Excellent attention to detail and analytical problem solving with strong decision making skills.
• Strong negotiation and communication skills.
• Requires in-depth knowledge of ERP and CRM business systems – Proficient knowledge of Microsoft Suite, Visio and Quickbase – Proficient in English and Portuguese