Customer Care Specialist II – Field Support and Operations

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 II provides exceptional support to both internal and external customers by delivering timely resolutions and ensuring a seamless customer experience throughout the order-to-delivery lifecycle. This role serves as a key liaison between customers and cross-functional teams, building strong relationships while coordinating complex order fulfillment, instrument delivery coordination, inquiry management, and case resolution activities.

The ideal candidate possesses outstanding communication and problem-solving skills, demonstrates sound judgment, works autonomously, and thrives in a fast-paced environment. Success in this role requires the ability to manage multiple priorities, collaborate effectively across functions, and proactively identify solutions that enhance customer satisfaction, retention, support business objectives and operational efficiency.

Key Responsibilities

• Provide phone and email support to internal and external customers, ensuring inquiries and requests are addressed promptly and professionally.
• Review and validate customer orders and service contracts for accuracy, completeness, technical feasibility, and compliance with company policies, shipping requirements, and revenue recognition guidelines.
• Maintain proactive communication throughout the order fulfillment process by providing customers, sales, and service teams with order confirmations, delivery updates, product availability, and pricing information.
• Coordinate delivery and logistics arrangements for instrument and parts orders, tracking progress and communicating status updates to customers and internal stakeholders.
• Execute billable service activities, asset relocation requests, and invoice management while partnering with the Field Service organization to resolve discrepancies.
• Investigate and resolve parts order and work order issues in collaboration with relevant stakeholders.
• Monitor and manage order backlogs to support on-time delivery and customer satisfaction.
• Generate ad hoc reports and analyses to support operational activities and business decisions.
• Manage case assignments and maintain accurate records of customer interactions, inquiries, complaints, resolutions, and follow-up actions.
• Exercise sound judgment to identify issues requiring escalation and engage appropriate teams or management to drive timely resolution.
• Seek to understand customer needs and business objectives before recommending solutions.
• Independently resolve customer issues and order-related challenges while driving cross-functional collaboration efforts to remove obstacles and improve outcomes.
• Clearly communicate resolutions and next steps to customers and internal partners.
• Partner with Field Service, Technical Support, Sales, Finance, Supply Chain, Commercial Operations, and other internal teams to deliver a seamless customer experience.
• Collaborate with Regional Commercial and service teams to support customer business needs and identify opportunities that may be referred to Sales.
• Process credits, rebills, adjustments, and related financial transactions as required.
• Manage product returns and loaner equipment activities, maintaining accurate records in ERP systems and coordinating with warehouse and Field Service teams.
• Develop a comprehensive understanding of Illumina account management processes and identify opportunities to enhance the customer experience.
• May participate in short- and long-term projects as assigned or through voluntary engagement.
• Apply established policies, procedures, and business practices to make informed decisions and determine appropriate actions.

Skills and Experience

• Typically requires a Bachelor's degree with a minimum of 2 years of experience in customer support, sales support, operations support, or a related role.
• Exceptional verbal and written communication skills with the ability to actively listen, adapt communication styles, influence stakeholders, and deliver outstanding customer experiences.