Customer Care Specialist

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 ultimately 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, product availability and pricing.
• Forward looking review of backlogs and manages ship schedule to ensure timely delivery.
• Identify and pass sales leads to sales team as appropriate.
• Provide phone and email support for order and delivery related enquiries.
• Drive cross-functional efforts to remove roadblocks that cause delays in order processing and deliveries. Independently troubleshoot complex order and delivery issues.
• Provide support on customs clearance, documentations, and domestic delivery arrangement.
• Coordinate and assist Shipping to prepare appropriate shipping and trade compliance documentation, work closely with freight forwarders or logistics partners to ensure timely delivery.
• Provide support on customs clearance, documentations, and domestic delivery arrangement.
• Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken through Case Management.
• Analyzes problems, determines approach within guidelines, compiles and analyzes data and prepares reports for ad-hoc transactional use and ability to analyze data to drive decision making.
• Drives and Owns MyIllumina / B2B adoption through tailored interaction.
• Develop understanding of Illumina's account management requirements and identify opportunities to improve the customer experience.
• Initiate customer visits and identify areas of improvements on order-to-delivery process and propose solutions to close process gaps.
• Establish end-to-end order fulfilment process workflow to support the business.

Position Requirements:

• Basic understanding of Illumina business.
• Good understanding and experience on international shipment and import/export process. Relevant experience across India, Middle East, Africa or Turkey.
• Strong experience working with international freight forwarder and local logistics partner.
• Functional knowledge of Microsoft Office and experience with a CRM and/or ERP system (SAP and SFDC are preferred).
• Strong interpersonal skills with demonstrated ability to work effectively in a team environment, in both leadership and member role.
• Demonstrated ability to multi-task, work in team settings, and work independently when required.
• Must be very detail oriented and diligent.
• Understand and/or deploy key internal business processes.
• Strong organization and time management skills.
• Good understanding of policies, practices and procedures.
• Demonstrate skills, knowledge and ability to recognize matters needing attention and initiate action.
• Self-motivated with a desire to provide excellent customer service.
• Basic experience in creating, sorting and review reports .

Preferred Experience/Education/Skills:

• Minimum 5 years of customer support experience.
• B.S in Life Sciences, Chemistry or business strongly preferred