As Customer Care Manager here at Illumina in the Netherlands, you will join our Commercial Operations organisation at the heart of a global leader in genomics, where biology and technology intersect to advance human health. In this role, you will lead and develop a team of Customer Care Specialists who support our customers within the MED region, across field sales, and service and support teams, ensuring a consistently exceptional customer experience. You will work cross-functionally across commercial, quality, engineering, and operational teams, playing a critical role in enabling reliable, compliant, and customer-focused processes. Guided by Illumina’s commitment to Make Customers Heroes, you will help turn complex challenges into simple, accessible, and dependable solutions for our 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 are an experienced people leader who thrives in a fast-paced, customer-centric environment and is motivated by making a tangible impact. You bring a strong sense of accountability, acting with integrity and professionalism while leading by example. It would be highly beneficial to have experience of working within and/or supporting customers within the MED region. You are comfortable working with complex data, operational metrics, and cross-functional stakeholders, and you enjoy translating insights into meaningful improvements. You value collaboration and win together by building strong relationships across teams, while continuously looking for smarter, more efficient ways to deliver excellence. You are confident applying your judgement independently and guiding others through change with clarity and empathy.

Responsibilities:

• Lead, inspire, and develop a team of Customer Care Specialists, fostering a culture of accountability, collaboration, and continuous improvement.

• Monitor and direct daily workload activities to meet business objectives, service level targets, and customer experience goals.

• Represent Illumina professionally, ethically, and morally at all times, acting with integrity and respect.

• Develop and manage team performance through clear objectives, scheduling, performance requirements, and, where applicable, budget responsibilities.

• Act as an advisor to team members to meet schedules, resolve operational or technical challenges, and support professional development.

• Work closely with the management team to continually evaluate team structure, tools, and processes to support an exceptional customer experience and efficient operations.

• Develop and present insights and performance updates for Quarterly Business Reviews within the department and with cross-functional partners and vendors.

• Analyse issues of diverse scope, applying an understanding of current business trends, operational policies, and data to identify effective solutions.

• Utilise dashboards and reporting tools to drive performance against commercial KPIs, customer care targets, and quality objectives.

• Drive initiatives and process improvements cross-functionally with a focus on improving customer experience, efficiency, and accuracy.

• Resolve escalated customer and internal issues in a timely manner to improve satisfaction and trust.

• Identify and recommend process, policy, and system improvements that can be implemented regionally while adhering to global corporate requirements.

• Ensure compliance with corporate, departmental, SOX, and quality policies and procedures.

• Provide quality leadership and operational support across EMEA, collaborating with peer and junior functions.

• Support quality and engineering activities throughout the product life cycle, including investigations, documentation, and communication of findings and risks.

• Participate in complaint management, nonconformance, supplier performance, and CAPA reviews, ensuring appropriate follow-up and reporting.

• Trend, analyse, and report quality data to drive product and process improvements.

• Apply knowledge of regulations and standards to manage risk and guide actions independently.

• Provide regular status updates to management on assigned responsibilities and escalate issues appropriately.

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.

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