Customer Care Specialist II

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 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  

• 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 data requires a review of multiple factors.   

Education:   

• Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience. 

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  

• 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.