Customer Care Specialist II

3 weeks ago


San Diego, California, United States Illumina Full time

About the Role:

The Customer Care Specialist II will provide exceptional support to internal and external customers, ensuring requests are captured and resolved promptly. This role requires excellent communication skills, with a demonstrated ability to listen, adjust, influence, and deliver outstanding customer experiences.

Key Responsibilities:

  • Provides phone and email support to internal and external customers.
  • Validates all aspects of orders to ensure order accuracy, completeness, and technical feasibility.
  • Ensures communication is maintained throughout the ordering process.
  • Proactively reviews and updates backlog and manages ship schedules to ensure timely delivery.
  • Drives MyIllumina utilization through tailored interactions and provides continuous personalized support.
  • Uses judgment and expertise to proactively recognize matters needing attention or escalation.
  • Collaborates with internal teams to ensure seamless customer experiences.

Requirements:

  • Exceptional interpersonal, oral, and written communication skills.
  • Previous life sciences company experience a plus.
  • 2+ years' experience in a customer support or sales support role or equivalent.
  • Proven ability to clearly convey complex ideas and concepts.
  • Proficiency in using Microsoft Office and CRM and/or ERP systems.

What We Offer:

Illumina offers a wide range of benefits, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off. We strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission.

Why Join Us:

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.


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