Sr Customer Care Latin America

What if the work you did every day could impact the lives of people you know? Or all of humanity? At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible. Sr Customer Care Specialist – Latin America Position Summary: The ideal candidate has excellent communication skills and provides quick resolution for both internal and external customers. They will build strong relationships with Channel Partners and Customers and serve as a liaison between them and cross-functional groups across the company.  The candidate should have experience managing order entry fulfillment utilizing multiple systems and provide an exceptional customer experience that promotes retention and loyalty. Why You: To be successful in this role, you are expected to have experience in global trade operations, process improvements, compliance, and strategy. Drive exceptional cross-collaboration skills to effectively communicate globally across the organization.  It is an exciting opportunity to join a dynamic team. The Role : Manages Latin America Channel Partners and Customers interactions for order and delivery management, inquiry and case management, serves as liaison between customers and internal teams to provide support across the product and services portfolio. Focus includes international export shipments management. Responsibilities: Primarily support to Latin America Channel Partners and customers. Provides phone and email support to internal and external customers and channel partners, ensuring requests are captured and resolved promptly.  ​ Validates all aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping to meet customer needs and revenue recognition requirements.  ​ Ensure communication is maintained throughout the ordering process by providing customers and sales with order verification, updates on delivery dates, product availability and pricing. ​ Proactively reviews and updates backlog and manages ship schedules to ensure timely delivery. ​ Use judgement and expertise to proactively recognize matters needing attention or escalation and initiates action by communicating to appropriate internal teams and/or management to drive resolution.  ​ Seeks to understand customer needs and thinks big picture before offering solutions. ​ Drives cross-functional efforts to remove roadblocks and/or works independently to resolve complex orders and customer issues and clearly articulates resolution to internal partners and customers.  ​ Collaborate with internal teams, including Technical Support, Sales, Finance, Digital, Supply Chain and Commercial Operations, to ensure seamless customer experiences. ​ Works closely with the Regional Commercial team to support business/customer needs and identify and pass leads to sales team as appropriate. ​ Supports short and/or long-term projects as a volunteer or per assignment for region or company. ​ Supports key accounts and/or specific business areas as assigned.  ​ Understands Illumina's account management and purchase to cash requirements and identifies opportunities to improve the customer experience or internal processes.  ​ Manages customer billing order adjustments, credit/rebills, and product returns. ​ Manage coordination of international shipments to customers and channel partners. Manages coordination of international returns.​ Manages coordination of transborder deals.​ Support c ... (truncated, view full listing at source)