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.The Staff Customer Care Specialist plays a critical leadership role within the Global Shared Services Team, supporting all regions globally with a focus on order and case support as well as other operational areas to support global commercial goals. This individual is responsible for the full lifecycle of order and delivery management, while also serving as a systems and process expert, mentor, and project lead across global, cross functional initiatives.Key ResponsibilitiesCustomer & Order ManagementCustomer Case Triage, review, assignment and disposition in Salesforce.com CRM systemProcess standard customer orders in an efficient and timely manner according to the customer specifications and commercial terms and our policy guidelinesManage end-to-end order entry, backlog, and delivery processes for domestic and international ordersLead import/export delivery coordination, ensuring compliance with trade and shipping regulationsResolve complex customer order/delivery issues through cross-functional collaborationManage Myillumina queues and drive global adoption of online ordering platformsManage product transitions such as End of Life (EOL), New Product Introductions (NPI), and backordersProcess Improvement & Project LeadershipIdentify inefficiencies in order-to-fulfillment processes and lead root cause investigationsLead or participate in district, regional, and global CS initiatives and projectsConduct business impact analyses and recommend scalable solutionsEnsure compliance and risk mitigation across evolving service workflowsTraining, Mentoring & Knowledge SharingLead training and onboarding for new hires and CC key usersCoach and mentor Shared Services team members to elevate functional and technical skillsDevelop talent through the creation of onboarding and training content and cross-functional knowledge sharingSystems & ReportingAct as a key user for CC systems including system testing, troubleshooting, and feedback gatheringDevelop and interpret operational reports to monitor KPIs and support decision-makingQualificationsBachelor's degree or equivalent experience in Business, Supply Chain, or a related field7+ years of customer support experience, preferably in a global or technical environmentStrong knowledge of order fulfillment processes, CRM/ERP systems, and trade complianceExcellent problem-solving, communication, and stakeholder engagement skillsStrong interpersonal skills with ability to work effectively in a team environment in both leadership and member roleProven track record of training, mentoring, and leading initiatives. Experience in leading others is a plusExperience working with a freight forwarder or strong experience with international logisticsWe 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.
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