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:

This role focuses on efficient order processing, customer case triage, and day-to-day operational tasks. Supports internal and external customers by ensuring high-quality and timely execution of requests, contributing to an exceptional customer experience.

Primary Responsibilities may include:

• Perform case triage, assignment, and resolve customer cases in Salesforce.
• Process customer orders according to specifications, commercial terms, and company policy.
• Resolve order and system discrepancies by coordinating with customers or internal teams.
• Collaborate with Data Stewards team for customer account setup/updates and shipping preferences.
• Work with Sales and Quotes team on quote updates or discrepancies.
• Execute credit/rebill adjustments for non-tax discrepancies and other required corrections.
• Provide support for same-day requests and escalate internally when needed.
• Work with Finance and customers on declined credit card transactions.
• Action SAP operational reports to support compliance and operational efficiency.
• Apply feedback to reduce repeat issues, supporting execution consistency.
• Operates independently on routine scope; exercises judgment within defined procedures; escalates non-routine issues as required.
• Perform other duties as assigned. 

Education, Skills and Experience:

• Typically Bachelor’s degree in Science or Business-related field.
• Bi-lingual - Strong spoken and written English and Portuguese.
• Typically 2+ years of customer support or operational experience.
• Experience in a Life Sciences or Biotechnology company is a plus.
• Experience with CRM/ERP systems such as Salesforce.com and SAP.
• Ability to run, read, and interpret operational reports.
• Strong organizational skills, attention to detail, and customer-focused mindset.

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 [email protected]. 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.