About this role.
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
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Job Complexity
3/5Pace & Pressure
3/5Autonomy Level
3/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader MXN market for similar roles.
Core skills
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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
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.
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.
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.
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.
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
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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