Customer Care Specialist

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.

Position Summary:

The Customer Support Specialist builds strong relationships with customers and serves as a liaison between customers and cross-functional groups across the company. This position will have strong communication skills and be able to remove roadblocks and provide quick resolution for customers and internal teams. They should have experience interfacing with and supporting internal and external customers and/or distributors managing order fulfillment and service operations. The Customer Support Specialist contributes to the company's ability to meet sales goals while providing an exceptional customer experience.

Key Responsibilities:

- Validate technical aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping and revenue recognition.
- Review, book and manage all aspects of commercial and internal sales orders received from the business in an efficient and timely manner.
- Provide customers with order verification, updates on delivery dates, product availability and pricing.
- Coordinate with service team to arrange delivery of instruments, installation reagents and other reagents and parts as required.
- Analyzes problems, determines approach within guidelines, prepares reports and recommendations.
- Coordinates high level activities between departments and outside parties.
- Provide phone and email support to internal partners.
- Monitor orders and update status to ordering parties.
- Proactive communication to field service team when change of order status is received.
- File documentation promptly and assist in auditing.
- Coordination and administrative aspects of Order Entry, Order Fulfillment, Credit/Rebill, Case/Complaint Creation, Contract and Backlog Management including but not limited to the use of multiple Systems (SFDC, SAP, MS Office Suite, Cognos, etc)
- Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
- Exercises judgment within defined policies, procedures and practices to determine appropriate action.
- Builds productive collaborative working relationships both internally and externally.
- Understands and applies best practices and knowledge of internal/external business challenges to improve processes or services.
- May support Key Accounts, projects or other duties as assigned to meet business needs.

Minimum Requirements:

- 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. 

The estimated base salary range for the Customer Care Specialist role based in the United States of America is: $62,900 - $94,300. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. The range reflects long‑term growth in the role; therefore, most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net 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 offer opportunities to engage in social responsibility. 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. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. 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.