Staff Global Customer Care Specialist

The Staff Customer Care Specialist at Illumina plays a critical leadership role within the Global Shared Services Team, supporting all regions globally with a focus on order and case support as well as other operational areas to support global commercial goals. In this role, you will be responsible for the full lifecycle of order and delivery management, serving as a systems and process expert, mentor, and project lead across global, cross-functional initiatives. Your key responsibilities will include managing customer and order management processes such as customer case triage, review, assignment, and disposition in Salesforce.com CRM system, processing standard customer orders efficiently and timely according to customer specifications and commercial terms, managing end-to-end order entry, backlog, and delivery processes for domestic and international orders, leading import/export delivery coordination ensuring compliance with trade and shipping regulations, resolving complex customer order/delivery issues through cross-functional collaboration, managing Myillumina queues, and driving global adoption of online ordering platforms, as well as managing product transitions such as End of Life (EOL), New Product Introductions (NPI), and backorders. Additionally, you will be responsible for identifying inefficiencies in order-to-fulfillment processes and leading root cause investigations, leading or participating in district, regional, and global CS initiatives and projects, conducting business impact analyses and recommending scalable solutions, ensuring compliance and risk mitigation across evolving service workflows, leading training and onboarding for new hires and CC key users, coaching and mentoring Shared Services team members to elevate functional and technical skills, developing talent through the creation of onboarding and training content and cross-functional knowledge sharing, acting as a key user for CC systems including system testing, troubleshooting, and feedback gathering, as well as developing and interpreting operational reports to monitor KPIs and support decision-making. To qualify for this role, you should have a Bachelor's 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 the ability to work effectively in a team environment in both leadership and member roles, a proven track record of training, mentoring, and leading initiatives, experience in leading others is a plus, and experience working with a freight forwarder or strong experience with international logistics.,