Customer Fulfillment Specialist
Eindhoven, NL
3 dagen geleden

Why Us

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.

Why You

You will have strong analytical skills, attention to detail, excellent communication skills (written and verbal) and will be proactive in looking for ways to streamline and standardize day to day tasks and operations.

You are also subject matter expert providing insight and support on global, cross-functional or regional initiatives.

Proficiency in English required, any other main European language as an advantage (Dutch, German, Spanish, Italian or French)

If you want to push boundaries and join a culture fueled by innovation, collaboration and openness, this role could be for you.

If you want a brilliant, fast-paced, mission-driven environment then Illumina is the place for you.

The role

The Customer Fulfillment Optimization Specialist is an experienced professional with strong commercial operations and customer care experience and an affinity with logistics operations.

Incumbent builds strong relationships with customers (internal / external) and serves as a liaison between customers and cross-functional groups across the company, advocating for and representing customers’ needs.

As Customer Fulfillment Optimization Specialist, you will be based at Illumina’s Customer Operations Center in EMEA, based in Eindhoven.

Responsibilities will include

  • Will participate in initiatives focused on optimizing our customer fulfillment operations including processes, tools and systems.
  • May spend up to 80% of time on project and initiative support.
  • Work closely with sales teams to assess customer opportunities and participate in customer visits and meetings to improve fulfillment options and delivery optimization.
  • May combine visit with Supply Chain / Logistics / Sales

  • Will be a conduit between commercial, supply chain, process excellence and GIS teams.
  • May manage top tier, global or complex accounts. Supporting all aspects of customer care responsibilities partnering with sales and working cross-functionally to drive an exceptional customer experience.
  • High Focus on Customer Experience in own work and driving best practices in the team.
  • May support new product launches as a member of core New Product Introduction teams and management of beta shipments, new product testing, team communication and represent on core teams as a commercial SME.
  • Will lead or support process improvements and potentially training for the customer care team.
  • May participates on global corporate projects and technology enhancements acting as a SME, UAT tester and primary representative for Customer Care across processes and workstreams.
  • Proactively understands the needs of business partners and customers and takes initiative.
  • Analyzes and handles escalated issues from the team to resolve or provide direction.
  • Is a resource to advise business partners on the best path to successfully execute on complex purchase, order fulfillment or deliveries requirements.
  • Help to develop and monitor key fulfillment and order optimization KPI’s
  • Work with cross-functional teams to identify reporting requirements
  • Participate or lead region level project / process improvement and initiatives
  • Provide training to new hires on specific processes as assigned.
  • May Lead analysis of regional VOC to drive improvements and feedback within the regional team and reporting back to the global team.
  • May support our B2B and MyIllumina initiatives in relation to fulfillment optimization and specialization as needed.
  • Preferred background, skills and experience

  • Excellent knowledge of supply chain planning principles and practices project management experience a plus.
  • Experience implementing and supporting vendor managed inventory and supply fulfillment optimization processes.
  • Experience in a Customer Care environment is a plus
  • Strong understanding of cross-functional dependencies and up and down stream process to commercial and customer delivery.
  • Strong cross-team collaboration skills.
  • Self-guided in identification, prioritization, and execution of deliverables and projects.
  • Demonstrated ability to multi-task, work in team settings, and work independently when required.
  • Ability to read / run / analyze reports utilizing different systems
  • Advance level user of commercial technology applicability (ERP and CRM) and Microsoft Suites - SAP and knowledge preferred.
  • Strong analytical, organizational, problem solving, critical thinking and project management skills
  • Possess an open, flexible, and positive can-do attitude with strong interpersonal skills
  • Strong attention to detail and commitment to deliver quality work in a timely manner with competing priorities.
  • Self-motivated with a desire to innovate and improve on the current state.
  • Methodical, practical, analytical with good project management skills.
  • Excellent written and verbal communication skills, ability to convey complex ideas in a simple to understand manner
  • Confidently present, communicate and influence at all levels of the organization
  • Proficiency in English required, any other main European language as an advantage (Dutch, German, Spanish, Italian or French)
  • Education :

  • BA / BS or equivalent work experience.
  • What can you expect

    With Illumina you can expect a highly competitive salary accompanied by a market leading benefits package. You will be part of the global leader in the Sequencing industry where you will find robust growth opportunities and career development within Illumina.

    Our team members are bright, energetic and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program.

    We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day.

    At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.

    All job offers with Illumina are subject to a valid VOG (Code of good conduct). Failure to be able to supply this might result in the retraction of any job contract


    Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina may require proof of COVID vaccination in accordance with local statutory requirements (subject to limited exceptions) beginning November 1, 2021.

    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.

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