Customer Care Specialist 2

Customer Care Specialist 2 at Illumina What if the work you did every day could impact the lives of people you know? 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 ideal candidate has excellent communication skills and provides quick resolution for both internal and external customers. They will build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company. The candidate should have experience managing order entry/fulfillment utilizing multiple systems and always provide an exceptional customer experience that promotes retention and loyalty. Responsibilities Include But Not Limited To Possess customer first mindset and strive to deliver exceptional customer experience. Order entry/fulfillment, inventory control, credit/rebills, case creation, contracts and backlog accurately and in a timely manner. Coordination of Nota Fiscal and Boleto requirements for orders and shipments providing acknowledgement on Fiscal and Financial Legislation, including Accounting and Accounts Receivable management. Expertise in Logistics requirements; acts as a liaison on logistics matters with customers, Finance, Fiscal, warehouse and internal teams. Provide communication via phone and email support to internal and external customers ensuring their requests are captured and resolved in a timely manner. Attentive to KPI’s and procedures. Communicate and delegate responsibilities to partner companies. Ability to understand policies, practices and procedures in order to exercise good judgement and determine appropriate action. Demonstrate ability to recognize matters needing attention or escalation and initiate action by communicating to appropriate colleagues and/or manager to drive resolution. Build productive, collaborative working relationships with customers and coworkers. Independently solve problems and work effectively in a team environment. Support customers, colleagues and co-workers on different business areas as assigned. Education Bachelor’s degree in biology, pharmacy or equivalent and/or administrative area. Skills And Experience Excellent communication skills in both Portuguese and English languages. 2+ years’ experience in a customer support role or equivalent. Ability to clearly communicate complex ideas and concepts. Ability to coordinate and collaborate with cross-functional teams to support customer needs. Proficiency using Microsoft Office and CRM and/or ERP systems (SAP, SFDC). Diligent and detail-oriented with proven ability to be highly productive and accurate. Customer-first attitude. Experience in Biotechnology companies is a plus. Illumina is 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. Background checks may be conducted on applicants for whom a conditional offer of employment has been made, in accordance with applicable laws. The background check process and any decisions are subject to local, state, and federal laws. Illumina prohibits the use of generative AI in the application and interview process. If you require accommodation to complete the application or interview process, please contact This 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. #J-18808-Ljbffr