Customer Care Specialist 2

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:

The ideal candidate has excellent communication skills and 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.

Responsibilities include but not limited to:

• Possess customer first mindset and strive to deliver exceptional customer experience.
• Order entry/fulfillment, inventory control, credit/rebills, case creation, contracts and backlog accurately and in a timely manner.
• Coordination of Nota Fiscal and Boleto requirements for orders and shipments providing acknowledgement on Fiscal and Financial Legislation, including Accounting and Accounts Receivable management.
• Expertise in Logistics requirements; acts as a liaison on logistics matters with customers, Finance, Fiscal, warehouse and internal teams.
• Provide communication via phone and email support to internal and external customers ensuring their requests are captured and resolved in a timely manner.
• Attentive to KPI’s and procedures.
• Communicate and delegate responsibilities to partner companies.
• 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.
• Support customers, colleagues and co-workers on different business areas as assigned.

Education:

• Bachelor’s degree in biology, pharmacy or equivalent and/or administrative area.

Skills and Experience:

• Excellent communication skills in both Portuguese and English languages.
• 2+ years’ experience in a customer support role or equivalent.
• Ability to clearly communicate complex ideas and concepts.
• 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).
• Diligent and detail-oriented with proven ability to be highly productive and accurate.
• Customer-first attitude.
• Experience in Biotechnology companies is a plus.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative 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 offer opportunities to engage in social responsibility. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.