Customer Care Specialist

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. The role requires excellent communication skills and the ability to remove roadblocks and provide quick resolution for customers and internal teams. The specialist supports internal and external customers and distributors managing order fulfillment and service operations and 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 the service team to arrange delivery of instruments, installation reagents and other reagents and parts as required. Analyze problems, determine an approach within guidelines, and prepare reports and recommendations. Coordinate high‑level activities between departments and outside parties. Provide phone and email support to internal partners. Monitor orders and update status to ordering parties. Proactively communicate to field service team when change of order status is received. File documentation promptly and assist in auditing. Handle coordination and administrative aspects of Order Entry, Order Fulfillment, Credit/Rebill, Case/Complaint Creation, Contract and Backlog Management using multiple systems (SFDC, SAP, MS Office Suite, Cognos, etc.). Work on problems of moderate scope requiring analysis of a variety of factors. Exercise judgment within defined policies, procedures and practices to determine appropriate action. Build productive collaborative working relationships both internally and externally. Apply best practices and knowledge of internal/external business challenges to improve processes or services. 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. Compensation and Benefits The estimated base salary range for the role in the United States is $62,900 – $94,300. This range reflects long‑term growth; most candidates are hired between the minimum and middle of the range. All employees are eligible for one of our variable cash programs (bonus or commission) and may receive equity as part of the compensation package. Benefits include access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off. Additional Notes This role is not eligible for visa sponsorship. Equal Employment Opportunity Illumina is 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. #J-18808-Ljbffr