Customer Care Specialist - Meart

Illumina; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leader in genomic technology is seeking a Customer Care Specialist to work remotely from South Africa. The ideal candidate will manage customer orders, ensure their accuracy, and provide essential logistics support. Responsibilities include verifying order details, coordinating shipping, and enhancing the customer experience. Candidates should have 3-5 years of experience in customer support and ideally possess a degree in Life Sciences or a related field. This is a full-time role offering competitive benefits within an inclusive environment.

Benefits

Inclusive company culture

Zero-net pay gap

Career development opportunities

Qualifications

• 3-5 years of customer support experience required.
• Experience with international shipment processes is preferred.
• Familiarity with e-commerce platforms is a plus.

Responsibilities

• Ensure accuracy in customer orders and shipping.
• Provide updates on delivery dates and product availability.
• Coordinate with teams to resolve order-related issues.

Skills

Customer-first mindset

Attention to detail

Multi-tasking

Team collaboration

Education

B.S. in Life Sciences, Chemistry or business

Tools

ERP systems

CRM software

Microsoft Suite

Job description

Customer Care Specialist - MEART

Location: South Africa – Remote

Job Type: Full time

Overview

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 manage ship schedule to ensure timely delivery.
• Identify and pass sales leads to the 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.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken through Case Management.
• Drive and own MyIllumina / B2B adoption through tailored interaction.
• Provide MyIllumina trainingers, 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 improvement 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 in 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 a 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.

Benefits and Inclusion

• We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission.
• 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.
• 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.
• To learn more, please visit our website. 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.
• We are 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.