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.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 promptlyEnsure that CC cases are managed and addressed promptly, keeping and managing  case inbox organizedCreate 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 managementReview, book and manage all aspects of commercial and internal sales orders received from the business in an efficient and timely mannerPartner with supply chain organization to prepare appropriate shipping and trade compliance documentation, work closely with freight forwarders or shipping partners to ensure timely deliveryCommunicate with customers about their orders, including any delays or changes in deliveryAnswers and routes incoming calls, assists callers in identifying needs and then routing calls appropriatelyKeep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions takenFile documentation promptly and assist in auditingCoordinates return logisticsincluding loaners and update of returns in the ERP system and liaise with warehouse and field service teamManages ILMN owned instrument Installed at customer site (loaners & demos)Resolve vendor inquiries and payment discrepanciesKnowledge/SkillsBuilds 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 preferredFunctional knowledge of Microsoft OfficeExperience with CRM and/or ERP system (SAP and SFDC are preferred)Basic experience in creating, sorting and review reportsExperience working with a freight forwarder with understanding of international logistics is a plusPossess customer first mindset and strive to deliver delightful customer experienceDemonstrate skills, knowledge, and ability to recognize matters needing attention and to initiate actionStrong interpersonal, written, and oral communications.Must be detailed orientedStrong cross-team collaboration skills.Strong written and verbal communication skills in EnglishEducation:B.S in Life Sciences, Chemistry or business strongly preferred.#LI-HYBRID#illuminacareersIllumina 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.