Customer Care Representative (12 months Contract)

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.

The Customer Support Specialist 2 in Australia performs a broad range of functions in support of the customer ordering process, from quote generation to order entry, inventory and planning collaboration, logistics and shipping involvement, customs clearance and ultimately delivery. 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, such as service order processing.

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 with order verification, updates on delivery dates, product availability and pricing.

• Identify and pass sales leads to sales team as appropriate.

• Work closely with Technical Support, Manufacturing, Finance, Sales and Marketing to ensure that Illumina provides a positive and collaborative experience for their customers

• Provide phone and email support to customers.

• Provide analytical and specialized administrative support with general instructions.

• Check purchase orders of distributors for accuracy (quantity, price, description, etc.)

• Convert sales process notifications (confirmations, delays, etc.) into local language documents where appropriate.

• Work with accounts receivable to maintain up-to-date customer finance details.

• Work closely with team members from Product Management, Planning, Sales, Finance and Logistics to resolve issues and ensure accurate and timely delivery of orders.

• Monitor purchase/sales orders and update status to ordering parties.

• Proactive communicate to sales team when change of order status is received.

• Coordinate and assist Shipping to prepare appropriate shipping and trade compliance documentation, work closely with freight forwarders or shipping partners to ensure timely delivery

• File documentation promptly and assist in auditing

• Review, book and manage all aspects of commercial and internal sales orders received from the business in an efficient and timely manner.

Advanced Functions:

• Review detailed customer order specifications for custom products.

• Coordinate with service team to arrange delivery of instruments, installation reagents and other reagents and parts as required.

• Train new employees to use the necessary systems for Customer Support.

• First pass screen of customer terms and conditions prior to passing to Contracts department for deeper review.

• Handles special projects such as new product introductions, upgrades, obsolescence and others as needed.

• Execute research and data analysis tasks

Senior Functions:

• Design, train and oversee new employee training to use the necessary systems for Customer Support.

• Analyzes problems, determines approach within guidelines, compiles and analyzes data and prepares reports and recommendations.

• Coordinates high level activities between departments and outside parties.

• Contacts Illumina employees’ at all organizational levels to gather information and prepare reports.

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

Requirements:

• 2-5 years of customer support experience required, ideally within a biotech company.

• Experience working with a freight forwarder or strong experience with international logistics preferred.

• Experience working with ERP systems (SAP, JDE, etc.) or other order entry software preferred.

• Familiarity with Internet commerce sites and overall comfort with technology strongly desired

• Strong interpersonal and customer service skills

• Strong desire to provide total customer support, going further to address customer core needs.

• Strong written and verbal communication skills in English.

• Experience independently solving problems and working effectively in a team environment

• Excel, Outlook, Word experience required. Comfort with technology preferred.

• Must be very detail-oriented.

Education:

• B.S in Life Sciences, Chemistry or business strongly preferred.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative 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 offer opportunities to engage in social responsibility. 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. 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. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. 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.