Customer Care Specialist 2
Customer Care Specialist 2, Eindhoven (Netherlands)
As a Customer Care Specialist here at Illumina in Eindhoven, you will be part of our dynamic Customer Care team, supporting customers across your territory with a focus on instrument and large consumable orders. You will take ownership of the full order lifecycle-from initial enquiry through to installation planning-ensuring a seamless, world-class experience. Partnering closely with Sales, Technical Support, Logistics, Finance, Field Service and other internal teams, you will play a key role in making customers heroes, one of our core values. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about supporting customers.
Illumina's employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more!
Why You:
You will bringprevious office-based experience in a customer support role, with strong commercial acumen and the ability to build trusted relationships. You are fluent in English as well as Italian language, enabling you to support customers across multiple regions. You understand how to navigate internal processes and collaborate effectively across teams, embracing our value of Win Together. You will have experience using commercial tools such as CRM systems, SAP, Tableau or Quickbase. Above all, you take accountability for delivering an exceptional customer experience and enjoy working in a role where every day brings new opportunities to support and solve.
Responsibilities:
Process orders (>350K) in an efficient and timely manner, according to the customer specifications and commercial terms and conditions. (Includes consumables & instrument orders, order call offs, conversions and adjustments in ship schedules, RMA’s).
Assist in responding to customer inquiries by email & phone and provide the best suitable solution to their needs. (e.g., order verification, updates on delivery dates, product availability and pricing).
Manage instrument dispatch and coordinate delivery
Build productive collaborative working relationships with Technical Support, Quote, Finance, Sales, logistics, Field Service & Support to deliver world class experience to our customers.
Perform order backlog management and exception handling (credit hold, delivery exception) to ensure timely delivery
Respond, investigate, and provide solution to Business Issues (complaints) raised by the customer.
Perform other duties as assigned.
Preferred Requirements:
Previous office based experience working within a customer support role is essential
Excellent commercial skills
Ability to understand and/or deploy key internal business processes
Understand key customer engagement processes
Able to utilise commercial tools (e.g., CRM, SAP, Quickbase, Tableau)
Navigate internal & external partners
Fluent in English language alongside Italian language skills also essential
All job offers with Illumina are subject to a valid VOG (Code of Conduct). Failure to be able to supply this might result in the retraction of any job contract.
The estimated base salary range for the Customer Care Specialist 2 role based in Netherlands is EUR 33,000 - 49,600. The range reflects long-term growth in the role; therefore, most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. This salary range applies to the primary posting location listed above. Should the level or location of the role change during the hiring process, the applicable base pay range will be updated accordingly. Compensation ranges for other locations will differ to reflect local market competitiveness and will be shared with candidates if applicable during the recruitment process. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a thoughtfully designed benefits package that supports your wellbeing, flexibility, and life beyond work-combining globally differentiated offerings with locally tailored programs. This includes support during important life moments, flexible time off, opportunities to give back, and a weeklong company-wide summer shutdown. In the Netherlands, we offer an 8% holiday allowance (vakantiegeld) in addition to the salary listed above.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 [email protected]. 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.