Customer Care Specialist II - Field Support and Operations

Illumina seeks a Customer Care Specialist II to support internal and external customers through the order-to-delivery lifecycle. The role involves managing customer inquiries, validating orders, coordinating instrument logistics, and resolving service issues while collaborating across teams. Strong communication and problem-solving skills are essential for success in this fast-paced environment.

Responsibilities

• Provide phone and email support addressing customer inquiries and requests promptly
• Review and validate customer orders for accuracy, completeness, and policy compliance
• Coordinate delivery logistics and track instrument orders while communicating status updates
• Investigate and resolve parts orders and work order issues with stakeholders
• Manage case assignments, maintain customer interaction records, and escalate complex issues

Requirements

• Bachelor's degree with minimum 2 years customer support or operations experience
• Exceptional verbal and written communication skills with active listening ability
• Strong cross-functional collaboration and relationship-building experience
• Proficiency with Microsoft Office, CRM platforms like Salesforce, and ERP systems like SAP
• Highly organized, detail-oriented, and capable of managing multiple priorities
• Strong analytical skills for data compilation, analysis, and interpretation
• Life sciences, healthcare, or biotechnology industry experience preferred

Compensation: $62,900 - $94,300 base salary