Customer Care Specialist

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.

**Please submit your resume in English, since English fluency is a requirement for the position.**

Watch to learn first-hand from our employees what it's like to work in genomics at Illumina.

Position Summary:

The ideal candidate will be bi-lingual (English and Portuguese), comfortable working in a fast-paced collaborative environment; managing tasks to meet department goals. Will demonstrate experience interfacing with and supporting internal and external customers and managing operational tasks as assigned. In the Shared Services role, the incumbent may serve as a liaison between customers and cross-functional groups across multiple countries and locations. The incumbent will perform centralized support for all AMR geographies and customer care sub teams as assigned. Contributes to the company’s ability to meet sales goals and provides an exceptional customer experience.

This position will likely be working 12 PM to 9 PM or 1 PM to 10 PM, local time, in order to provide Global support.

Primary Responsibilities may include:

• Customer Case Triage, review, assignment, and disposition in Salesforce.com CRM system

• Process customer orders in an efficient and timely manner according to the customer specifications and commercial terms and our policy guidelines. 

• Exercises own judgement to determine best path to resolve purchase order and system discrepancies for sales orders, working with customers or internal teams.

• Works with master data team on customer account set up/updates and/or shipping preferences.

• Works with Sales and Quotes team on quote updates or discrepancies.

• Works directly with customers on pricing discrepancies.

• Credit/Rebill Adjustments for tax discrepancies and other adjustments for customers as required.

• Service Contract Management – ensure service contract dates and requirements are updated, managed, and released for invoicing as required.

• Provides immediate support for same day action requests and escalates internally as needed. Includes updating order as requested for timely shipments and/or warehouse changes.

• Manages order communications exceptions in support of compliance and customer experience.

• Run, Review and action reports from SAP system in support of operational efficiency, customer experience and compliance.

• May participate in other duties as assigned.

Education and Experience:

• Bachelor’s degree in Biology, Pharmacy, or equivalent and/or Administrative area.

Skills and Experience:

• 2+ years of experience in a customer-facing, customer service or administrative role.

• Bi-lingual - Strong spoken and written English and Portuguese. Additional Spanish skills are a plus.

• Previous experience working with CRM/ERP systems such as Salesforce.com (CRM) and SAP (ERP)

• Ability to run, read, interpret, and act on reports.

• Experience with Microsoft Suite; Outlook, Excel, Word etc.

• Experience working in Biotechnology companies 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.