Global Shared Services Customer Care Specialist 2 at Illumina

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Healthcare, GenomicsIndustries

Requirements

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

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

Skills

Key technologies and capabilities for this role

SalesforceSAPOrder ProcessingCustomer TriageMaster Data ManagementCredit AdjustmentsTax ComplianceService Contracts

Questions & Answers

Common questions about this position

What education and experience are required for this role?

A Bachelor’s degree in Science or Business-related field is required, along with 2+ years of experience in customer-facing, administrative, or customer service roles. Experience with CRM/ERP systems such as Salesforce.com and SAP, plus the ability to run, read, and interpret operational reports, are also key.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Illumina?

Illumina promotes an inclusive environment rooted in belonging where employees feel valued and empowered, prioritizing openness, collaboration, and diverse perspectives to drive innovation. They feature Employee Resource Groups and maintain a zero-net pay gap regardless of gender, ethnicity, or race.

What makes a strong candidate for this Customer Care Specialist role?

Strong candidates will have a Bachelor’s degree in a relevant field, 2+ years in customer service, experience with Salesforce and SAP, strong organizational skills, attention to detail, and a customer-focused mindset. Experience in Life Sciences or Biotechnology is a plus.

Illumina

Supports genomics startups through funding and resources

About Illumina

Illumina focuses on fostering innovation in the genomics industry by supporting startups through its Illumina Accelerator program. This program helps entrepreneurs create, launch, and grow genomics-focused companies by providing funding and resources. The accelerator operates in two main locations: the San Francisco Bay Area and Cambridge, UK. Illumina Accelerator has successfully invested in 68 genomics startups, which have collectively raised over $1 billion in venture capital. What sets Illumina apart from its competitors is its strong partnership with leading venture capital investors and its dedicated focus on the genomics sector. The goal of Illumina is to build a thriving ecosystem for genomics innovation, enabling new companies to emerge and advance the field.

San Diego, CaliforniaHeadquarters

1998Year Founded

$27.2MTotal Funding

IPOCompany Stage

Venture Capital, BiotechnologyIndustries

5,001-10,000Employees

Risks

Over-reliance on NVIDIA's AI technology may limit flexibility in AI solution adoption.

Standardizing proteomics data across platforms could challenge Illumina's data reliability.

Single-flow-cell NovaSeq X System might cannibalize sales of higher-end models.

Differentiation

Illumina leads in genomic sequencing with advanced AI integration and multiomic data analysis.

The company offers innovative array-based solutions for DNA, RNA, and protein analysis.

Illumina's global expansion includes a new Global Capability Center in Bengaluru.

Upsides

Collaboration with NVIDIA enhances drug discovery and clinical development through AI integration.

Pilot proteomics program with UK Biobank aims to generate crucial reference datasets.

Single-cell sequencing kits make high-throughput sequencing accessible to smaller labs.

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