Customer Care Specialist II - Field Support and Operations Job at Illumina, San Diego, CA

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  • Illumina
  • San Diego, CA

Job Description

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

Job Tags

Work at office

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