Customer Care Specialist 2

at  Illumina

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 Field Service Operations 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 ultimately delivery. You will be responsible for processing and managing informatics orders and troubleshooting technical inquires related to Illumina software fulfillment and activation. The unique workload varies by geography assigned and staffing demands in the region and in regions with a greater number of staff, the position may be highly specialized, focusing on a single area of the customer ordering process.

Position Responsibilities:

• Review, process and manage all aspects of replacement orders (instruments, reagents, spare parts) received from the business in an efficient and timely manner.
• Coordinate delivery arrangement of parts orders. Tracks and communicates order status to customers & internal stakeholders.
• Manage and prepare shipping related documents required to ship parts/tools.
• Execute billable services, assets relocation case creation and invoice management. Collaborate with field service organisation to resolve any discrepancies.
• Partner with Field Service team to process and troubleshoot parts order and Work Order issues.
• Process credit/rebills/adjustments.
• Execute software license activation and billing reconciliation.
• Accurately process purchase orders for software products, including managing coordination and administrative aspects of order entry/fulfillment
• Ability to support customers with registration activities, questions or issues utilizing Illumina’s software registration portal.
• Create ad-hoc reports to support operational activities.
• Troubleshoot issues related to order and delivery process, determines root cause and propose for solution.
• Manages Case Assignment - Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

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:

• Bachelor’s degree with 3-5 years of experience in Customer service. Experience in software license management area is preferred.
• Functional knowledge of Microsoft Office
• Experience with CRM and/or ERP system (SAP and SFDC are preferred) and software management platforms
• Basic experience in creating, sorting and review reports
• Experience working with a freight forwarder with understanding of international logistics is a plus
• Possess customer first mindset and strive to deliver delightful customer experience
• Demonstrate skills, knowledge, and ability to recognize matters needing attention and to initiate action
• Strong interpersonal, written, and oral communications.
• Must be detailed oriented
• Strong cross-team collaboration skills.
• Strong written and verbal communication skills in English.

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

• Review, process and manage all aspects of replacement orders (instruments, reagents, spare parts) received from the business in an efficient and timely manner.
• Coordinate delivery arrangement of parts orders. Tracks and communicates order status to customers & internal stakeholders.
• Manage and prepare shipping related documents required to ship parts/tools.
• Execute billable services, assets relocation case creation and invoice management. Collaborate with field service organisation to resolve any discrepancies.
• Partner with Field Service team to process and troubleshoot parts order and Work Order issues.
• Process credit/rebills/adjustments.
• Execute software license activation and billing reconciliation.
• Accurately process purchase orders for software products, including managing coordination and administrative aspects of order entry/fulfillment
• Ability to support customers with registration activities, questions or issues utilizing Illumina’s software registration portal.
• Create ad-hoc reports to support operational activities.
• Troubleshoot issues related to order and delivery process, determines root cause and propose for solution.
• Manages Case Assignment - Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken