Customer Care Specialist

Job Description

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.

Basic Function and Scope of the Position:

The Customer Care Specialist plays a key role in managing the regional customer support case inquires and email communication and provide supports on internal order processing and return management.  Deliverables include monitoring and assigning customer support cases, management of phone support workflow, processing and updating sales orders. The position requires all-around professionalism, attention to detail and the ability to multi-task in a fast-paced environment.

The Customer Care Specialist will:

• Monitor, prioritize, sort and re-assign Customer Care (CC) cases to the appropriate personnel/region promptly
• Ensure that CC cases are managed and addressed promptly, keeping and managing  case inbox organized
• Create calls roster and develop report/dashboard to measure key performance indicator on calls and emails management.
• Collaborate with cross-functional team to implement system enhancements related to case and call management
• Review, book and manage all aspects of commercial and internal sales orders received from the business in an efficient and timely manner
• Partner with supply chain organization to prepare appropriate shipping and trade compliance documentation, work closely with freight forwarders or shipping partners to ensure timely delivery
• Communicate with customers about their orders, including any delays or changes in delivery
• Answers and routes incoming calls, assists callers in identifying needs and then routing calls appropriately
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• File documentation promptly and assist in auditing
• Coordinates return logisticsincluding loaners and update of returns in the ERP system and liaise with warehouse and field service team
• Manages ILMN owned instrument Installed at customer site (loaners & demos)
• Resolve vendor inquiries and payment discrepancies

Knowledge/Skills

• Builds productive collaborative working relationships both internally and externally.
• Driven, Motivated & Passionate to drive positive change.
• Continuous improvement and simplification mindset.

All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Requirements:

• Bachelor's degree with 3-5 years of experience in Customer service.  Experience in Field Service area is preferred
• Functional knowledge of Microsoft Office
• Experience with CRM and/or ERP system (SAP and SFDC are preferred)
• Basic experience in creating, sorting and review reports
• Experience working with a freight forwarder with understanding of international logistics is a plus
• Possess customer first mindset and strive to deliver delightful customer experience
• Demonstrate skills, knowledge, and ability to recognize matters needing attention and to initiate action
• Strong interpersonal, written, and oral communications.
• Must be detailed oriented
• Strong cross-team collaboration skills.
• Strong written and verbal communication skills in English

Education:

• B.S in Life Sciences, Chemistry or business strongly preferred.

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Illumina believes that everyone has the ability to make an impact, and 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.