Manager/Sr. Manager of Customer Support
Illumina - San Diego, CA

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As a part of the Customer Solutions Department, the Customer Support Manager will lead a team of Customer Support Specialists at Illumina. Strong collaboration between customer solutions, operations, sales, and finance groups is essential.

The Customer Support team manager will:
• Ensure accuracy and efficiency of the order process while supporting sales and maintaining positive customer relations.
• Interface with and support customers and sales representatives.
• Validate technical parameters of orders to ensure accuracy, completeness, and technical feasibility.
• Manage customer support processes in ERP and CRM systems.
• Identify and recommend process and system improvements to optimize accuracy and efficiency of operations.
• Document/Revise work instructions.
• Manage the customer support budget.
• Train and mentor new internal and remote employees.
• Establish and meet customer support departmental goals and metrics.
• Own end of quarter processes and procedures, and participate in quarterly projections meetings with Finance.
• Effectively set goals, training, and development paths for direct reports
• Effectively communicate with manufacturing, logistics, sales, finance, marketing groups to support customer requests
• Define, validate and test new systems and processes necessary for Customer Support
• Review detailed customer specifications & commercial terms and conditions.
• Provide customers with order verification, updates on delivery dates, product availability and pricing.
• Performs other duties as assigned.
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Preferred educational background:
•B.S. or Masters in life science, chemistry or business required or 5+ years in Biotechnology industry with pertinent business experience.
Preferred experiential background:
•5+ years of experience in customer support required.
•5+ years of industrial experience with a biotechnology company preferred
•Previous Management Experience required
•Experience working with ERP systems or other order entry software required.
Experience working in CRM systems.
Experience defining and hands-on experience with Customer Support processes.
•Familiarity with Internet commerce sites strongly desired.
•Must have extremely strong interpersonal skills.
•Excellent written and verbal communication skills.
•Demonstrated ability to independently solve problems and to work effectively in a team environment.
•Demonstrated ability to provide superlative customer service strongly preferred.
•A desire to be a part of and to lead highly motivated teams in a fast pace dynamic environment.
•Knowledge of Microsoft Excel and Outlook required.
•Must be very detail oriented.
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Illumina is an equal opportunity employer