Customer Service Specialist

Remote from: Mexico
Salary, yearly, MXN: 186,600 - 252,400
Department: Customer Success
Employment type: Full Time,
Job posted: 22 Jul 2026
Apply before: 22 Aug 2026
Views / Applies: 59 / 3

We deliver powerful, reliable tools that fuel scientific discoveries and drive exponential progress to master biology to advance human health.

Biotechnology
2012

AI Summary

10x Genomics is seeking a Customer Service Specialist to manage the full commercial order lifecycle for customers and distributors worldwide. The role involves processing purchase orders in ERP and CRM systems, handling returns and logistics coordination, and maintaining customer master data. The specialist will collaborate cross-functionally with Sales, Finance, and Operations to resolve issues and ensure smooth order fulfillment. This position requires strong attention to detail and the ability to handle end-of-quarter volume surges. The salary range is 186,600-252,400 MXN annually.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires moderate technical skills with ERP/CRM systems and cross-functional coordination, but tasks are routine and guided by standard procedures, making it a 3 out of 5 in difficulty.

Salary Analysis

AI Insight The offered salary of 186,600-252,400 MXN per year is competitive for a Customer Service Specialist in the Mexican market, aligning with typical ranges for mid-level roles in the life sciences industry. The median of 219,500 MXN provides a stable income for the required responsibilities.

Core Skills Required

Order Management CRM (Salesforce) ERP (Oracle) RMA Processing Customer Data Governance Cross-functional Coordination Logistics Customer Service Process Improvement End-of-Quarter Management

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Service Specialist position at 10x Genomics. With over three years of experience in order management and CRM systems, I have developed strong skills in processing purchase orders, coordinating returns, and maintaining customer data accuracy. My ability to collaborate with cross-functional teams ensures seamless order fulfillment and high customer satisfaction.

I am particularly drawn to 10x Genomics' mission to advance biological research through innovative tools. In my previous role, I successfully managed end-of-quarter volume surges and improved order processing efficiency by 15%. I am confident I can contribute to your team's success.

Thank you for considering my application. I look forward to the opportunity to discuss how my skills align with your needs.

Sincerely,
Your Name

Sample Interview Questions

Can you describe your experience with order management and CRM systems like Salesforce?

I have used Salesforce daily for two years, processing over 100 orders per week. I ensure data accuracy by validating PO details and updating customer records. I also generate reports to track order backlog and SLA compliance.

How do you handle high-volume periods like end-of-quarter?

I prioritize tasks by urgency, pre-approve pending orders, and communicate proactively with stakeholders. I also use automation tools to streamline repetitive tasks, ensuring no orders slip through during surges.

Describe a time you resolved a complex customer issue involving multiple departments.

A customer's order was delayed due to a credit hold. I coordinated with Finance to resolve the hold, then worked with Operations to expedite shipping. I kept the customer informed throughout, maintaining trust and ensuring a positive outcome.

What steps do you take to maintain customer master data accuracy?

I double-check all entries against source documents, use validation rules in the CRM, and perform periodic audits. I also collaborate with Sales to verify ship-to and bill-to addresses at account setup.

How do you stay organized when managing multiple orders and requests simultaneously?

I use task management tools like Trello and maintain a priority matrix based on order value, delivery deadlines, and customer tier. I set daily targets and review progress hourly to ensure nothing is missed.

The Customer Service Specialist manages the full commercial order lifecycle for 10x Genomics customers and distributors worldwide. This role encompasses case management, order processing, RMA coordination, new customer onboarding, and proactive cross-functional coordination. CS specialists ensure orders move cleanly from receipt to fulfillment with minimal friction for customers and internal teams alike.

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

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 the world.
We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.
Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference.

Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.

10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.

Please be aware of recruitment scams impersonating 10x Genomics. All recruiting communication will come from email addresses @10xgenomics.com. We also want to encourage you to apply to 10x Genomics positions directly on our careers site, Careers.10xgenomics.com or from reputable third party sites, such as LinkedIn or Indeed. We will never request payment or sensitive personal information during the recruiting process.

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