Life Sciences Customer Care Specialist II

Illumina; San Diego (CA); On-site; USD 63,000 - 94,000; Full time

Benefits offered by this job

Genomics sequencing access

Health/dental/vision insurance

Retirement benefits

Paid time off

Job summary

Illumina is seeking a Customer Care Specialist II – Field Support and Operations in the United States. You will provide exceptional support across the order-to-delivery lifecycle, coordinating instrument deliveries, orders, and service activities while collaborating with Field Service, Sales, Finance, and Supply Chain to ensure a seamless customer experience.

The role emphasizes strong communication, problem-solving, and the ability to manage multiple priorities in a fast-paced environment, with

Qualifications

• Bachelor's degree required with minimum 2 years in customer support, sales support, or related role.
• Exceptional verbal and written communication with ability to listen and influence stakeholders.
• Ability to clearly communicate complex information to diverse audiences.
• Strong collaboration and relationship-building across cross-functional teams.
• Experience in life sciences, healthcare, biotechnology or related industry preferred.
• Proficiency with Microsoft Office and enterprise systems (CRM/ERP such as Salesforce and SAP).

Responsibilities

• Provide phone and email support to internal and external customers, handling inquiries promptly and professionally.
• Review and validate customer orders and service contracts for accuracy and feasibility.
• Maintain proactive communication with customers, sales, and service teams on order status and pricing.
• Coordinate delivery and logistics for instrument and parts orders; track progress and update stakeholders.
• Execute billable service activities and manage invoices with Field Service collaboration to resolve discrepancies.
• Investigate and resolve parts/work order issues with relevant stakeholders.
• Monitor order backlogs to support on-time delivery and customer satisfaction.
• Generate ad hoc reports to support operations and business decisions.
• Maintain records of customer interactions, inquiries, complaints, resolutions, and follow-up actions.
• Escalate issues as needed and engage appropriate teams to drive timely resolution.

Job description

Illumina is seeking a Customer Care Specialist II – Field Support and Operations in the United States. You will provide exceptional support across the order-to-delivery lifecycle, coordinating instrument deliveries, orders, and service activities while collaborating with Field Service, Sales, Finance, and Supply Chain to ensure a seamless customer experience.

The role emphasizes strong communication, problem-solving, and the ability to manage multiple priorities in a fast-paced environment, with