Position Responsibilities:

• Leads the strategic and execution-oriented Customer Care activities for AMEA

• Formulate and integrates functional strategies and implementation tactics for area of responsibility.

• Build workflow and infrastructure for best-in-class order to cash process.

• Proactively engages key business stakeholders to bring forward the voice of the customer to identify and deliver critical customer impacting solutions.

• Resolve escalated issues from customers and internal teams to improve customer experience.

• Drives high level of collaboration with global and other functions to ensure smooth execution of common goals.

• Establish key performance indicators for customer care team and develop tools to measure performance to ensure key performance metrics are met or exceeded.

• Manage regional backlog to support financial growth and deliverables.

• Develop strategies to drive eCommerce ordering to improve purchasing experience and increase productivity.

• Identify and recommend process and system improvement to optimize accuracy and efficiency that can be executed regionally whilst adhering to global requirements.

• Responsible for ensuring that the Illumina's commitment to customer satisfaction is performed and constantly improved by ensuring customer care team have the tools, resources, policies and protocol to exceed the customer's expectations.

• Continually evaluate team structure and develops skills set of all customer care personnel to take on broader responsibilities.

• Build, develop, coach and mentor a strong management team to enable them to lead a high performing team across the AMEA customer care function

Supervisory Responsibilities:

• Talent Acquisition activities which include identifying needs of the department, justification for budget to fill positions, coordinating with HR to market the position, review resumes, conduct interviews and identify and recommend a candidate as the potential hire, and employee orientation to the department and company.

• Talent Development activities which include developing training plans with employees to ensure they have the necessary expertise to successfully perform their jobs, provide ongoing guidance to employees, and career counseling to help employees develop and advance in their careers

• Performance Management activities include setting performance standards, ensuring employees have appropriate and realistic job goals, providing ongoing feedback about employees' performance, conducting performance appraisals, including assessing how the employees have

performed and how they can improve their performance, developing performance improvement plans if employees' performance is not adequate and providing rewards for employee accomplishments.

• Ensure employees follow all applicable company policies and procedures

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:

• Bachelor of Science or equivalent business related field required.

Preferred Experience & Skills:

• 10+ years experience in customer support, order management, field support, or similar role.

• At least 5 years of management experience in commercial role

• Sales operations, International Distributor Support, logistics, import/export, and supply chain experience preferred.

• Life Science knowledge or Clinical Industry experience a plus.

• Experience working with ERP (SAP), CRM (Salesforce) systems, and Quickbase knowledge preferred

• Experience using Microsoft suite including: Word, Excel, Outlook, Power Point, Visio

• Proven track record in driving projects and process improvement initiatives

• Excellent time management, organizational and interpersonal skills.

• Excellent attention to detail and analytical problem solving with strong decision making skills.

• Strong negotiation and communication skills.