Customer Care Specialist

Responsibilities

• Validate technical aspects of orders to ensure accuracy, completeness, and feasibility regarding shipping and revenue recognition.
• Review, book, and manage commercial and internal sales orders in an efficient and timely manner.
• Provide customers with order verification, delivery updates, product availability, and pricing information.
• Coordinate with service teams to arrange the delivery of instruments, installation reagents, and other necessary parts.
• Manage administrative aspects of order entry, fulfillment, credit/rebill, and contract management using systems like SAP and SFDC.
• Act as a liaison between customers and cross-functional groups to resolve roadblocks and provide quick resolutions.
• Monitor order statuses and proactively communicate changes to field service teams and ordering parties.
• Maintain prompt documentation and assist in auditing processes.

Requirements

• Bachelor’s degree and a minimum of 2 years of related experience; OR an advanced degree without experience; OR equivalent work experience.
• Experience interfacing with and supporting internal/external customers or distributors.
• Proficiency with multiple systems such as SAP, Salesforce (SFDC), MS Office Suite, or Cognos.
• Strong communication skills and the ability to build productive collaborative relationships.

Benefits

• Access to genomics sequencing.
• Comprehensive health, dental, and vision insurance.
• Family planning support.
• Retirement benefits.
• Paid time off.
• Eligibility for variable cash programs (bonus or commission) and equity.

About the Company

Illumina is a leader in genomics technology, working to expand access to genomic sequencing to realize health equity for billions of people worldwide. Our technology empowers researchers and clinicians to improve cancer treatments, change the course of diseases, and protect the environment.