As a Customer Service Specialist, you are more than an order processor; you are a vital link in our general mission. By managing the end-to-end commercial lifecycle, you ensure our groundbreaking technologies reach customers and distributors worldwide with precision and speed. Your work directly impacts our ability to support life-changing research by providing a seamless, high-performance experience for the scientific community.
This role is remote, 100% work from home
What you will be doing-
Order Management
- Process inbound purchase orders (direct and distributor) in ERP (Oracle) and CRM (SFDC)
- Validate PO accuracy against pricing, terms, and product configuration, and process orders within defined SLA
- Manage order modifications, cancellations, and backlog (or backorder communication)
- Support end-of-quarter (EOQ) volume surges with elevated responsiveness and availability
Returns & Logistics
- Initiate and track RMA (Return Merchandise Authorization) requests through resolution
- Coordinate with 3PLs and logistics partners on shipment exceptions and delivery escalations
- Keep customers and sales informed through the process
Customer & Data Governance
- Enter and maintain customer master data (ship-to, bill-to, contact records) with accuracy
- Support new customer onboarding and account setup in collaboration with Sales, Finance, legal
Cross-Functional Coordination
- Partner with Sales to resolve pricing discrepancies, special terms, and account-level escalations
- Liaise with Finance on credit holds, billing issues, and payment term questions
- Collaborate with Operations, Supply Chain, Product Management on product availability and new product introductions and end of life
Salary range - 186,600- 252,400 MXN
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About 10x Genomics
At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change
📌 Customer Service Specialist (Guadalajara)
🏢 10x Genomics
📍 Guadalajara
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