Global Shared Services Customer Care Specialist 2

Illumina

2 - 7 years

14 - 18 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

supply chain administration career development erp sap life sciences customer service order processing operations crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

This role focuses on efficient order processing, customer case triage, and day-to-day operational tasks. Supports internal and external customers by ensuring high-quality and timely execution of requests, contributing to an exceptional customer experience.

Key Responsibilities

Triage, review, assign and resolve customer cases in Salesforce.com.
Process customer orders according to specifications, commercial terms, and company policy.
Resolve order and system discrepancies by coordinating with customers or internal teams.
Collaborate with Master Data team for customer account setup/updates and shipping preferences.
Work with Sales and Quotes team on quote updates or discrepancies.
Execute credit/rebill adjustments for tax discrepancies and other required corrections.
Manage service contract dates and requirements to ensure timely invoicing.
Provide immediate support for same-day requests and escalate internally when needed.
Work with Finance and customers on declined credit card transactions, ensuring timely resolution and accurate updates.
Action SAP operational reports to support compliance and operational efficiency.
Perform other duties as assigned.

Key interactions:

Internal : Sales, Customer Care Operations, Master Data, Supply Chain, Finance/Tax teams.
External : Customers, Channel Partners.
Cross-Functional : Collaborate with Regional Customer Care teams to ensure consistent processes.

Key Competencies:

Bachelor s degree in Science or Business-related field.
2+ years of experience in customer-facing, administrative, or customer service roles.
Experience in a Life Sciences or Biotechnology company is a plus.
Experience with CRM/ERP systems such as Salesforce.com and SAP.
Ability to run, read, and interpret operational reports.
Strong organizational skills, attention to detail, and customer-focused mindset.

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