Position Summary
The Global Customer Communications Coordinator is responsible fordevelopment of a process, in collaboration with cross-functional stakeholders,for theidentification andcoordination of all aspects ofproduct-relatedcustomer communications including Product Change, Product Obsolescenceand Product Qualitynotifications as well as product recalls. This includesmonitoring of end-to-end processtoconfirm thatall steps are followed,and deliverables met. In addition, the Coordinator monitorsproduct portfolio to identify distribution ofimpactedproductafter thedate of initial customer communication and ensure that appropriate notification is sent. In the event of recall, including field action, the Coordinatortracks return of impacted productand reconcileswith notifications sent.TheCoordinatordevelopsKPIs and performsanalysis.Additionally, the Coordinator performsother Commercial compliance-related tasks as directed.
Key Responsibilities
• Participatesin customer communication strategies, including long-term follow up, with cross-functional process owners
• Participatesin correction and recall strategies, including long-term follow up and effectiveness checkswith cross-functional process owners
• Createsand maintainsCustomer Communication dashboard to facilitate trackingof communications and responses(asrequired)
• Performs data-based assessments of process and participates in processoptimizationactivities to ensure that the process meets regulatory requirements, provides acceptable customer experience,and yields desired results
• Communicatesresults of tracking and trending as well as improvement initiatives in Management meetings
•Identify opportunities/participate in process improvements /optimization events as project manager or stakeholder
• Supports the continual creation and maintenance of Quality records associated with the communication process per established procedure
•Supports Commercial Quality compliance and tasks as directed
Additional Knowledge and Skills
• Familiarity with QualityManagementSystems, Regulatory and Quality Compliance,including Quality regulations andstandardssuch asISO 13485:2016and MDSAP
• Familiarity with CMR systems such as Salesforce
•Familiarity with PLM systems such as SAP
• Ability to conduct analysis of data using software such as Excel, organize information and produce reports as directed
• Excellent verbal and writtencommunicationskillsacross all levels of personnel
•Strong project/program management & organizationskills
Education
• 4-year degree or equivalent experience, preferably in arelatedfield including, but not limited to, Life science or Quality
At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and 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 demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process, please contact **********. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
