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: This role is responsible for activities related to assisting, supporting, and resolving customers questions specific to products and services. Will assist customers by providing information about products and/or services, answering questions, and resolving problems and issues.Changes to individual responsibilities may occur due to business needs and other related duties may be assigned.Scope of Responsibilities:Review customer purchase orders and process orders in ERP systemResolves PO vs. quote discrepancies for the customersProvide email and phone support for order and delivery related enquiriesCase Management – Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions takenCommunicates opportunities to territory salesTracks & communicates order status to customers & internal clientsReview shipping document and communicate with customers / freight forwarders on delivery arrangementManages additional documentation needs for shipment Manages inquiries and resolve complaints related to customers order to delivery process with little guidance requiredActively reviews backlog and manages ship schedule to ensure timely deliveryDispatches instrument and coordinates deliveryProcesses credit/rebills/adjustments as requiredIntroduces MyIlumina / B2B to customersSetup customers account in MyIlluminaAssigns cases to customer care representative or internal teamsGenerate reports for ad-hoc operational useConduct customer onsite visit to obtain feedback on opportunity to improve customer experienceIdentify issues on quote-to-cash processes and provide suggestions to resolve issues Experience/Education:Typically requires a Bachelor’s degree and a 3-5 years of experience in Customer serviceExperience working with a freight forwarder with understanding of international logistics preferredFunctional knowledge of Microsoft Office and experience with a CRM and/or ERP system (SAP and SFDC are preferred)Posses customer first mindset and strive to deliver delightful customer experienceDiligent, Detail OrientedBasic experience in creating, sorting and review reportsStrong cross-team collaboration skills.Strong interpersonal, written, and oral communications.Demonstrate skills, knowledge and ability to recognize matters needing attention and to initiate actionGood understanding of policies, practices and procedures#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.
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