Staff Global Customer Care Specialist

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