Customer Care Specialist II – Field Support and Operations

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 Customer Care Specialist II provides exceptional support to both internal and external customers by delivering timely resolutions and ensuring a seamless customer experience throughout the order-to-delivery lifecycle. This role serves as a key liaison between customers and cross-functional teams, building strong relationships while coordinating complex order fulfillment, instrument delivery coordination, inquiry management, and case resolution activities.

The ideal candidate possesses outstanding communication and problem-solving skills, demonstrates sound judgment, works autonomously, and thrives in a fast-paced environment. Success in this role requires the ability to manage multiple priorities, collaborate effectively across functions, and proactively identify solutions that enhance customer satisfaction, retention, support business objectives and operational efficiency.

Key Responsibilities

• Provide phone and email support to internal and external customers, ensuring inquiries and requests are addressed promptly and professionally.
• Review and validate customer orders and service contracts for accuracy, completeness, technical feasibility, and compliance with company policies, shipping requirements, and revenue recognition guidelines.
• Maintain proactive communication throughout the order fulfillment process by providing customers, sales, and service teams with order confirmations, delivery updates, product availability, and pricing information.
• Coordinate delivery and logistics arrangements for instrument and parts orders, tracking progress and communicating status updates to customers and internal stakeholders.
• Execute billable service activities, asset relocation requests, and invoice management while partnering with the Field Service organization to resolve discrepancies.
• Investigate and resolve parts order and work order issues in collaboration with relevant stakeholders.
• Monitor and manage order backlogs to support on-time delivery and customer satisfaction.
• Generate ad hoc reports and analyses to support operational activities and business decisions.
• Manage case assignments and maintain accurate records of customer interactions, inquiries, complaints, resolutions, and follow-up actions.
• Exercise sound judgment to identify issues requiring escalation and engage appropriate teams or management to drive timely resolution.
• Seek to understand customer needs and business objectives before recommending solutions.
• Independently resolve customer issues and order-related challenges while driving cross-functional collaboration efforts to remove obstacles and improve outcomes.
• Clearly communicate resolutions and next steps to customers and internal partners.
• Partner with Field Service, Technical Support, Sales, Finance, Supply Chain, Commercial Operations, and other internal teams to deliver a seamless customer experience.
• Collaborate with Regional Commercial and service teams to support customer business needs and identify opportunities that may be referred to Sales.
• Process credits, rebills, adjustments, and related financial transactions as required.
• Manage product returns and loaner equipment activities, maintaining accurate records in ERP systems and coordinating with warehouse and Field Service teams.
• Develop a comprehensive understanding of Illumina account management processes and identify opportunities to enhance the customer experience.
• May participate in short- and long-term projects as assigned or through voluntary engagement.
• Apply established policies, procedures, and business practices to make informed decisions and determine appropriate actions.

Skills and Experience

• Typically requires a Bachelor's degree with a minimum of 2 years of experience in customer support, sales support, operations support, or a related role.
• Exceptional verbal and written communication skills with the ability to actively listen, adapt communication styles, influence stakeholders, and deliver outstanding customer experiences.
• Demonstrated ability to communicate complex information clearly and effectively to diverse audiences.
• Strong collaboration and relationship-building skills, with experience working across cross-functional teams to meet customer needs and business objectives.
• Experience within the life sciences, healthcare, biotechnology, or related industry preferred.
• Proficiency with Microsoft Office applications and enterprise systems, including CRM and ERP platforms such as Salesforce (SFDC) and SAP.
• Highly organized, detail-oriented, and capable of managing multiple priorities while maintaining accuracy and productivity.
• Strong analytical skills with the ability to compile, analyze, and interpret data to support reporting, operational improvements, and informed decision-making.
• Proven ability to exercise sound judgment, resolve issues independently, and escalate matters appropriately when necessary.

The estimated base salary range for the Customer Care Specialist II – Field Support and Operations role based in the United States of America is: $62,900 - $94,300. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. The range reflects long‑term growth in the role; therefore, most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

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 [email protected]. 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.