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.

Position Summary:
The Customer Care Specialist performs a broad range of functions in support of the customer ordering process, from order entry, inventory and planning collaboration, logistics and shipping involvement, customs clearance and ultimately delivery.

Position Responsibilities:

- Validate technical aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping and revenue recognition.
- Provide customers and sales with order verification, updates on delivery dates, product availability and pricing.
- Forward looking review of backlogs and manages ship schedule to ensure timely delivery.
- Identify and pass sales leads to sales team as appropriate.
- Drive cross-functional efforts to remove roadblocks that cause delays in order processing and deliveries. Independently troubleshoot complex order and delivery issues.
- Coordinate and assist Shipping to prepare appropriate shipping and trade compliance documentation, work closely with freight forwarders or shipping partners to ensure timely delivery.
- Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken through Case Management.
- Analyzes problems, determines approach within guidelines, compiles and analyzes data and prepares reports for ad-hoc transactional use and ability to analyze data to drive decision making.
- Participate in regional/global initiatives on system enhancement and process improvements.
- Drives and Owns MyIllumina / B2B adoption through tailored interaction.
- Provide MyIllumina training to customers, manage and resolve e-commerce exceptions.
- Develop understanding of Illumina's account management requirements and identify opportunities to improve the customer experience
- Initiate customer visits and identify areas of improvements on order-to-delivery process and propose solutions to close process gaps.
- Train new or junior staffs on customer care work processes.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position Requirements:

- Basic understanding of Illumina business
- Good understanding and experience on international shipment and import/export process. Relevant experience in Middle East, Africa, Turkey or Russia is a plus.
- Strong experience working with international freight forwarder and local logistics partner.
- In-depth knowledge of ERP, CRM, eCommerce and MS Suite
- Strong interpersonal skills with demonstrated ability to work effectively in a team environment, in both leadership and member role
- Demonstrated ability to multi-task, work in team settings, and work independently when required.
- Must be very detail oriented.
- Understand and/or deploy key internal business processes.
- Ability to multi-task in a high paced environment and be able to perform at a high level unsupervised.
- Strong organization and time management skills
- Understand policies, practices and procedures to exercise sound judgement in handling or referring non-ordinary scenarios.
- Applies advanced skills to resolve complex problems, propose a solution, and work through resolution of the issue
- Self-motivated with a desire to provide excellent customer service
- Ability to Read/Run/Analyze reports

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Preferred Experience/Education/Skills:

- At least 5-7 years of customer support experience.
- B.S in Life Sciences, Chemistry or business strongly preferred.

LIHybrid

Illumina believes that everyone has the ability to make an impact, and 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.