Customer Service Specialist

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.

About the role

As a Customer Service Specialist, you are more than an order processor; you are a vital link in our global mission. By managing the end-to-end commercial lifecycle, you ensure our groundbreaking technologies reach customers and distributors in Mexico and around the world with precision and speed. Your work directly supports life-changing research by providing a seamless, high-performance experience for the scientific community.

Location: Mexico. This role is remote, 100% work from home, and you must be based in and legally authorized to work in Mexico.

What you will be doing

Order Management

• Process inbound purchase orders (direct customers and distributors) in ERP (Oracle) and CRM (Salesforce)

• Validate PO accuracy against pricing, terms, currency (MXN/USD), and product configuration, and process orders within defined SLAs

• Manage order modifications, cancellations, and backlog or backorder communication

• Support end-of-quarter (EOQ) volume surges with elevated responsiveness and availability, including coordination with US-based teams across time zones

Returns & Logistics

• Initiate and track RMA (Return Merchandise Authorization) requests through resolution

• Coordinate with 3PLs, couriers, and customs brokers on shipment exceptions, import clearance delays, and delivery escalations

• Keep customers and sales informed throughout the process

Customer & Data Governance

• Enter and maintain customer master data (ship-to, bill-to, contact records, and Mexican tax information such as RFC and fiscal address) with accuracy

• Support new customer onboarding and account setup in collaboration with Sales, Finance, and Legal, including the documentation needed for Mexican invoicing (CFDI)

Cross-Functional Coordination

• Partner with Sales to resolve pricing discrepancies, special terms, and account-level escalations

• Liaise with Finance on credit holds, billing and invoicing issues (including CFDI corrections), and payment term questions

• Collaborate with Operations, Supply Chain, and Product Management on product availability, new product introductions, and end of life

Minimum requirements

• Previous experience in order management and customer service

• Knowledge of ERP and CRM business systems (such as Oracle or Salesforce)

• Very detail oriented

• Good interpersonal skills

• Ability to work independently while collaborating with others

• Fluent Spanish and professional-level English (written and spoken), for working with Mexican customers and global teams

• Availability to work Mexico-aligned business hours with overlap with US time zones

• Reliable high-speed internet and a suitable home workspace

  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, https://careers.kula.ai/10xgenomics?pid=171812447059&domain=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.