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. Please submit your resume in English. Fluency in English is a requirement of the position.

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Position Summary:

The Customer Care Specialist 2 plays a key role in supporting Illumina’s operations in Brazil, ensuring seamless order fulfillment, customer satisfaction, operational rigor, and compliance with Illumina guidelines and local regulations.

The ideal candidate is a bilingual professional (Portuguese/English) with excellent communication skills who 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 ideal candidate should have experience managing order entry/fulfillment, inquiry and case management utilizing multiple systems, including ensuring accurate generation of Nota Fiscal requests, and working closely with BPO (Business Process Outsourcing) and 3PL (Third-Party Logistics) partners to resolve issues and coordinate urgent requests for priority issuance, while always providing an exceptional customer experience that promotes retention and loyalty.

Responsibilities:

• Provide phone and email support to internal and external customers, ensuring requests are captured and resolved promptly.
• Validate all aspects of orders, service contracts, and software activations to ensure order accuracy, completeness, and technical feasibility along with company requirements for shipping to meet customer needs and revenue recognition requirements.
• Create and manage cases in Salesforce for customer inquiries and complaints (business issues).
• When applicable, process RMAs and coordinate communication with customers and internal teams, ensuring adherence to appropriate procedures based on the scenario - whether for consumables or instruments/spares, and whether standard or virtual - also reflecting the proper handling of the associated Nota Fiscal return process.
• Manage instrument dispatch and coordinate delivery with customer, the Illumina Service team, and transportation partner.
• Administer and coordinate prioritization of Nota Fiscal-to-deliver processing steps, working closely with BPO and 3PL partners.
• Ensure communication is maintained throughout the ordering process by providing customers and sales with order verification, updates on delivery dates, product availability, and pricing.
• Proactively review and update backlog and manage ship schedules to ensure timely deliveries and accurate billing.
• Support of MyIllumina activities enabled for Brazil, providing assistance in triggering quotes and offering customer support.
• Employing expertise, Illumina procedures, and best practices, proactively recognize matters needing attention or escalation and initiate appropriate actions by communicating with internal teams and/or management to drive resolution.
• Drive cross-functional efforts to remove roadblocks and independently resolve complex orders and customer issues, articulating resolutions clearly to internal partners and customers.
• Act as the connection between customers, sales, and support teams, collaborating with Finance, Accounting, Supply Chain, Compliance, Regulatory, and Commercial Operations, to ensure process effectiveness and seamless customer experiences.
• Work closely with the Regional Commercial team to support business/customer needs to identify and address leads to the sales team as appropriate.
• Develop understanding of Illumina's account management requirements and identify opportunities to improve the customer experience.
• Support short- and long-term cross-functional projects and continuous improvement initiatives focused on enhancing customer experience and operational efficiency.
• Support key accounts and specific business areas as assigned.
• Attend customer meetings to identify areas of improvement in the order-to-delivery process and propose solutions to close process gaps.
• Maintain compliance with company policies, industry regulations, and local requirements.

Education & Experience:

• Bachelor’s degree preferred. Equivalent experience considered.
• Minimum of 2 years of customer support, sales support, or equivalent experience, preferably in a life sciences or biotechnology company.

Skills & Competencies:

• Fluent in Portuguese and English (verbal and written).
• Exceptional interpersonal, oral, and written communication skills, with a demonstrated ability to listen, influence, and deliver outstanding customer experiences.
• Strong problem-solving skills and ability to work independently with minimal supervision.
• Sense of urgency and proactive mindset, with comfort working under critical timelines.
• Proficiency in Microsoft Office Suite; experience with CRM and ERP systems (SAP and Salesforce preferred).
• Detail-oriented with excellent organizational and analytical skills.
• Ability to build strong working relationships across teams and geographies.
• Ability to compile data, prepare reports for ad-hoc transactional use, and analyze data to drive decision-making.
• Customer-first mindset with a proactive approach to issue resolution.

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunities 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.

At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and 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 demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. This role is not eligible for visa sponsorship.