Customer Care Specialist II

Illumina

316d • $61,700 - $92,500

About The Position

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. The ideal candidate for the Customer Care Specialist 2 position 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.

Requirements

• Bachelor's degree preferred. Equivalent years of experience considered.
• 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.

Responsibilities

• 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.

Benefits

• Access to genomics sequencing
• Family planning
• Health/dental/vision insurance
• Retirement benefits
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree