Senior Customer Care Specialist

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.

Senior Customer Care Specialist, Eindhoven (Netherlands)

1-year Fix Term Contract

Closing date - Tuesday 25th November 2025

As a Senior Customer Care Specialist at Illumina you will work as part of the Customer Care organization, where you will primarily focus on process and customer experience improvements via global and/or regional projects. These projects can include system and tools enhancements. Deliverables include providing reports and feedback to Customer Care leadership and the broader organization; coordination with the different teams about product availability and building relationships with the different teams within Illumina.

This is an Hybrid position to be based in Eindhoven with the opportunity for home working up to three days per week. It is essential that the successful candidate has fluent English language skills.

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!

Responsibilities:

• Work closely with Customer Care leadership to analyze improvement opportunities, provide feedback and monitor progress.
• Build business cases for automation opportunities and work on implementation if applicable.
• Participate and drive operational excellence projects for Customer Care and cross departmental projects, to improve processes and customer experience, create efficiency and reduce manual touchpoints.
• Participate in global/regional/local projects and can act as single point of contact and/or subject matter expert. User acceptance testing could be part of this as well.
• Analyze data to identify trends and improvement opportunities and initiates/drives initiatives to improve team efficiencies and reduce customer complaints.
• Manage inventory risk alerts, product quality notifications, new process introduction & end of life process. Collaborate with the relevant teams to ensure optimal (instrument) availability for the European region.
• Collaborate with global peers, and the different internal departments to leverage best practices to enhance customer experience.
• Performs other duties as assigned. All listed tasks and responsibilities are deemed as essential function to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Skills & Experience:

• Considerable experience working within a customer focused role, preferably in the life science industry although this is not essential.
• Ability to identify process gaps, propose solutions and drive improvements.
• Proven ability to multi-task, embrace change and innovate in a fast paced environment
• Ability to effectively balance commercial, operational and compliance needs
• Ability to handle stressful situations and demonstrate strong problem solving skills
• Ability to develop and present information to multi-cultural regional teams
• Proven track record in effectively working with cross-functional team. Ability to integrate input from multiple members across cross-functional teams.
• Self-motivated with strong desire to provide excellent customer service.
• Strong written and verbal communication skills in English.
• Experience working with ERP and CRM systems (SAP, Salesforce.com) or other order entry software.
• Experience using Microsoft Office.

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 accommodations@illumina.com. 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.