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Illumina
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Staff Global Customer Care Specialist

Staff Global Customer Care Specialist

Illumina

1 - 4 years

4 - 8 Lacs

bengaluru karnataka india

Posted:1 day ago| Platform: Foundit logo

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Skills Required

crm software data analysis customer support technical troubleshooting problem solving multi-tasking

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Customer & Order Management

Customer Case Triage, review, assignment and disposition in Salesforce.com CRM system
Process standard customer orders in an efficient and timely manner according to the customer specifications and commercial terms and our policy guidelines
Manage end-to-end order entry, backlog, and delivery processes for domestic and international orders
Lead import/export delivery coordination, ensuring compliance with trade and shipping regulations
Resolve complex customer order/delivery issues through cross-functional collaboration
Manage Myillumina queues and drive global adoption of online ordering platforms
Manage product transitions such as End of Life (EOL), New Product Introductions (NPI), and backorders

Process Improvement & Project Leadership

Identify inefficiencies in order-to-fulfillment processes and lead root cause investigations
Lead or participate in district, regional, and global CS initiatives and projects
Conduct business impact analyses and recommend scalable solutions
Ensure compliance and risk mitigation across evolving service workflows

Training, Mentoring & Knowledge Sharing

Lead training and onboarding for new hires and CC key users
Coach and mentor Shared Services team members to elevate functional and technical skills
Develop talent through the creation of onboarding and training content and cross-functional knowledge sharing

Systems & Reporting

Act as a key user for CC systems including system testing, troubleshooting, and feedback gathering
Develop and interpret operational reports to monitor KPIs and support decision-making

Qualifications

Bachelors degree or equivalent experience in Business, Supply Chain, or a related field
7+ years of customer support experience, preferably in a global or technical environment
Strong knowledge of order fulfillment processes, CRM/ERP systems, and trade compliance
Excellent problem-solving, communication, and stakeholder engagement skills
Strong interpersonal skills with ability to work effectively in a team environment in both leadership and member role
Proven track record of training, mentoring, and leading initiatives. Experience in leading others is a plus

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