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 Illumina Lab Services (ILS) Customer Support Specialist builds strong relationships with ILS customers and serves as a liaison between customers and cross-functional groups across the company. The successful candidate will have strong communication skills, be able to remove roadblocks and provide quick resolution for customers and internal teams. This position requires experience interfacing with and supporting internal and external customers. The Customer Support Specialist contributes to the company's ability to meet sales goals while providing an exceptional customer experience.

Responsibilities:

• Primary point of contact to support our clinical internal and external customers


• Ensure order accuracy, completeness, technical feasibility, and revenue recognition according to company requirements and the service contracts


• Analyze problems, and determine approach within guidelines, reports and recommendations


• Build productive and collaborative working relationships both internally and externally


• File clinical documentation promptly and assist in auditing


• Exercise judgment within defined policies, procedures and practices to determine appropriate action


• Understand and apply best practices and knowledge of internal/external business challenges to improve processes or services

Requirements:

• Bachelor's degree required with at least 2 years of customer support experience, or equivalent work experience in a biotechnology company or clinical testing services provider


• Field of study in Life Science, Genetics or Biochemistry preferred


• Strong written and verbal communication skills


• Functional knowledge of Microsoft Office


• Preferred experience with a CRM and/or ERP system (SAP and SFDC a plus)


• Diligent, detail-oriented, methodical, practical, analytical with good project management skills.


• Strong cross-team collaboration skills.


• Strong interpersonal and customer service skills


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


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

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

The estimated base salary range for the Customer Support Specialist role based in the United States of America is: $64,700 - $97,100. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual's qualifications, location where the role is to be performed, internal equity, and alignment with market data. 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.

At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and 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 demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. 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