Staff Global 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.

The Staff Customer Care Specialist plays a critical leadership role within the Global Shared Services Team, supporting all regions globally with a focus on order and case support as well as other operational areas to support global commercial goals.   This individual is responsible for the full lifecycle of order and delivery management, while also serving as a systems and process expert, mentor, and project lead across global, cross functional initiatives.

Key Responsibilities

Customer & Order Management

• Customer Case Triage, review, assignment and disposition in Salesforce.com CRM system
• Process standard customer orders in an efficient and timely manner according to the customer specifications and commercial terms and our policy guidelines
• Manage end-to-end order entry, backlog, and delivery processes for domestic and international orders
• Lead import/export delivery coordination, ensuring compliance with trade and shipping regulations
• Resolve complex customer order/delivery issues through cross-functional collaboration
• Manage Myillumina queues and drive global adoption of online ordering platforms
• Manage product transitions such as End of Life (EOL), New Product Introductions (NPI), and backorders

Process Improvement & Project Leadership

• Identify inefficiencies in order-to-fulfillment processes and lead root cause investigations
• Lead or participate in district, regional, and global CS initiatives and projects
• Conduct business impact analyses and recommend scalable solutions
• Ensure compliance and risk mitigation across evolving service workflows

Training, Mentoring & Knowledge Sharing

• Lead training and onboarding for new hires and CC key users
• Coach and mentor Shared Services team members to elevate functional and technical skills
• Develop talent through the creation of onboarding and training content and cross-functional knowledge sharing

Systems & Reporting

• Act as a key user for CC systems including system testing, troubleshooting, and feedback gathering
• Develop and interpret operational reports to monitor KPIs and support decision-making

Qualifications

• Bachelor's degree or equivalent experience in Business, Supply Chain, or a related field
• 7+ years of customer support experience, preferably in a global or technical environment
• Strong knowledge of order fulfillment processes, CRM/ERP systems, and trade compliance
• Excellent problem-solving, communication, and stakeholder engagement skills
• Strong interpersonal skills with ability to work effectively in a team environment in both leadership and member role
• Proven track record of training, mentoring, and leading initiatives.  Experience in leading others is a plus
• Experience working with a freight forwarder or strong experience with international logistics

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.