Customer Care Specialist II

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.

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Position Summary:

The ideal candidate has excellent communication skills and provides quick resolution for both internal and external customers. They will build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company. The candidate should have experience managing order entry/fulfillment, inquiry and case management utilizing multiple systems and always provide an exceptional customer experience that promotes retention and loyalty.

Candidate to be located in San Diego

Responsibilities include but not limited to:

• Provides phone and email support to internal and external customers, ensuring requests are captured and resolved promptly.

• Validates all aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping to meet customer needs and revenue recognition requirements.

• Ensures communication is maintained throughout the ordering process by providing customers and sales with order verification, updates on delivery dates, product availability and pricing.

• Proactively reviews and updates backlog and manages ship schedules to ensure timely delivery.

• Drives MyIllumina utilization through tailored interactions and provides continuous personalized support by troubleshooting issues and/or providing guidance for utilizing our eCommerce/B2B platform.

• Uses judgement and expertise to proactively recognize matters needing attention or escalation and initiates action by communicating to appropriate internal teams and/or management to drive resolution.

• Seeks to understand customer needs and thinks big picture before offering solutions.

• Drives cross-functional efforts to remove roadblocks and/or works independently to resolve complex orders and customer issues and clearly articulates resolution to internal partners and customers.

• Collaborates with internal teams, including Technical Support, Sales, Finance, Digital, Supply Chain and Commercial Operations, to ensure seamless customer experiences.

• Works closely with the Regional Commercial team to support business/customer needs and identify and pass leads to sales team as appropriate.

• Develops understanding of Illumina's account management requirements and identifies opportunities to improve the customer experience.

• Supports short and/or long-term projects as a volunteer or per assignment.

• Supports key accounts and/or specific business areas as assigned.

• May attend customer in-person visits and/or virtual meetings to identify areas of improvements on order-to-delivery process and propose solutions to close process gaps

• Ability to understand policies, practices and procedures in order to exercise good judgement and determine appropriate action.

• Works on problems of moderate scope where analysis of situations and/or data requires a review of multiple factors.

Education:

• Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.

Skills and Experience:

• Exceptional interpersonal, oral, and written communication skills, with a demonstrated ability to listen, adjust, influence, and deliver outstanding customer experiences.

• Previous life sciences company experience a plus

• 2+ years’ experience in a customer support or sales support role or equivalent.

• Proven ability to clearly convey complex ideas and concepts.

• Proven ability to coordinate and collaborate with cross-functional teams to support customer needs.

• Proficiency in using Microsoft Office and CRM and/or ERP systems (SAP, SFDC).

• Diligent and detail-oriented with proven ability to be highly productive and accurate.

• Ability to compile data and prepare reports for ad-hoc transactional use and analyzes data to drive decision making.

The estimated base salary range for the Customer Care Specialist II role based in the United States of America is: $62,900 - $94,300. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. The range reflects long-term growth in the role; therefore, most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

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 [email protected]. 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.