Customer Care Specialist

1 week ago

South Africa Remote Illumina Full time R250 000 - R500 000 per year
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 Customer Care Specialist performs a broad range of functions in support of the customer ordering process, from order entry, inventory and planning collaboration, logistics and shipping involvement, customs clearance and delivery.

Position Responsibilities:

  • Validate technical aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping and revenue recognition.
  • Provide customers and sales with order verification, updates on delivery dates, and product availability.
  • Forward looking review of backlogs and manages ship schedule to ensure timely delivery.
  • Identify and pass sales leads to sales team as appropriate.
  • Provide phone and email support for order and delivery related enquiries.
  • Drive cross-functional efforts to resolve issues associated with order to delivery processes.
  • Coordinate, perform review and consolidate submission of documents for order fulfilment. Communicate with customers and other relevant Illumina teams on delivery arrangements.
  • Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken through Case Management.
  • Drives and Owns MyIllumina / B2B adoption through tailored interaction.
  • Provide MyIllumina training to customers, manage and resolve e-commerce exceptions.
  • Develop understanding of Illumina's account management requirements and identify opportunities to improve the customer experience
  • Identify areas of improvements on order-to-delivery process and propose solutions to close process gaps.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position Requirements:

  • Good understanding and experience on international shipment and import/export process. Relevant experience in Middle East, Africa, Turkey or Russia is a plus.
  • Strong experience working with international freight forwarder and local logistics partner.
  • In-depth knowledge of ERP, CRM, eCommerce and MS Suite
  • Demonstrated ability to multi-task, work in team settings, and work independently when required.
  • Must be very detail oriented.
  • Understand and/or deploy key internal business processes.
  • Understand policies, practices and procedures to exercise sound judgement in handling or referring non-ordinary scenarios.
  • Applies advanced skills to resolve complex problems, propose a solution, and work through resolution of the issue
  • Possess customer first mindset and strive to deliver delightful customer experience
  • Familiar with reviewing and running basic reports

All listed requirements are deemed essential functions to this position; however, business conditions may require reasonable accommodation for additional tasks and responsibilities.

Preferred Experience/Education/Skills:

  • At least 3-5 years of customer support experience.
  • B.S in Life Sciences, Chemistry or business strongly preferred.

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 To learn more, visit: 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.

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