Customer Care Specialist II

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 SummaryIllumina is seeking a candidate with excellent communication skills who 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 utilizing multiple systems and always provide an exceptional customer experience that promotes retention and loyalty.  *Ideal candidate will be local to San Diego, CA or Baltimore, MDResponsibilitiesPossess customer first mindset and strive to deliver exceptional customer experience. Provide phone and email support to internal and external customers ensuring their requests are captured and resolved in a timely manner. Manage coordination and administrative aspects of order entry/fulfillment, credit/rebills, case creation, contracts and backlog accurately and in a timely manner.Supports customers with onboarding, questions or issues utilizing our Ecommerce portal Myillumina. Ability to understand policies, practices and procedures in order to exercise good judgement and determine appropriate action.Demonstrate ability to recognize matters needing attention or escalation and initiate action by communicating to appropriate colleagues and/or manager to drive resolution. Build productive, collaborative working relationships with customers and coworkers. Independently solve problems and work effectively in a team environment.Works on problems of moderate scope where analysis of situations and/or data requires a review of multiple factors.Support short and/or long-term projects as a volunteer or per assignment. Support key accounts and/or specific business areas as assigned.RequirementsExcellent communication skills – phone and email 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 using Microsoft Office and CRM and/or ERP systems (SAP, SFDC, MS Dynamics) Diligent and detail-oriented with proven ability to be highly productive and accurate Customer-first attitude EducationBachelors degree preferred. Equivalent years of experience considered. The estimated base salary range for the Customer Care Specialist II role based in the United States of America is: $55,000 - $82,400. Should the level or location of the role change during the hiring process, the applicable salary range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. 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.At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and 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 demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. 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