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.

Customer Care Specialist 2 - US1

 

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