Customer Care Specialist II
Customer Care Specialist II
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$ 61700 - 92500
1 Vacancy
Job Description
Customer Care Specialist 2 US1
Position Summary:
The ideal candidate hasexcellentcommunication skills and providesquick resolution for bothinternal and externalcustomers. They will build strong relationships with customers and serve as a liaison between customers and crossfunctional groups across the candidate should have experience managing orderentry/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 includebut 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 oureCommerce/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 crossfunctional 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 Illuminas account management requirements and identifies opportunities to improve the customer experience.
Supports short and/orlongtermprojects as a volunteer or per assignment.
Supports key accounts and/or specific business areasas assigned.
May attend customer inperson visits and/or virtual meetings to identify areas of improvements on ordertodelivery 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 datarequires a review of multiple factors.
Education:
Bachelorsdegree years of experience considered.
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
2years experiencein acustomersupport or sales support roleor equivalent.
Proven ability to clearly convey complex ideas andconcepts.
Proven ability to coordinateand collaboratewith crossfunctional teams to support customerneeds.
Proficiency inusing Microsoft Office and CRM and/or ERP systems (SAP SFDC).
Diligent and detailoriented with proven ability to be highly productive andaccurate.
Ability to compile data and prepare reports for adhoc transactional use and analyzes data todrive decision making.
At Illumina we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation Illumina has always been rooted in openness collaboration and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zeronet 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 demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process please contact To learn more visit: 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
