Customer Service Specialist

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 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 (Salesforce)
• 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, and 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, and Product Management on product availability, new product introductions, and end of life

Minimum Requirements

• Previous experience of 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 whilst collaborating with others

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.

Our Mission

At 10x Genomics, everything we do is driven by our mission: To accelerate the mastery of biology to advance human health. Our mission is bold. Ambitious. Challenging. And, exceptionally rewarding. Our mission is our opportunity: To fuel scientific breakthroughs; to do the best work of our lives, and to make an exponential impact on the world. (Exponential is in our name, after all.)

Our Culture

Like all great companies, we strive to be an awesome place to work, delight our customers, exercise good judgment, act with integrity, and believe in accountability. To us, these are table stakes. We believe there are a few things that set 10x apart. These things are:

• We are mission driven and stay relentlessly focused on that mission.
• We operate from first principles.
• We strive for exponential impact.
• We put WE before ME.
• We believe exceptional talent delivers outsized results.

Sense of Belonging

Our focus on inclusion and diversity is in service of our mission and helps ensure we are the best we can be. We work to create an inclusive and collaborative environment where everyone is welcome and can do the best work of their career, regardless of their background. As part of this commitment, we have fair pay, promotion and hiring practices that aim to remove bias.

At 10x, we strive to create a sense of belonging. We have Employee Resource Groups that give support and foster a safe space, help the organization celebrate and learn from the moments that matter to different communities, and create a voice for the communities they represent.

Benefits

Our benefits support 10xers in doing the best work of their lives by giving generous time off and paying people well so that they can look after their wellbeing in a way that works for them.

Health Package

We offer a competitive and comprehensive health benefits package.

Easy-to-use Benefits

We offer competitive easy-to-use benefits that promote wellbeing and make your life easier.

Family Oriented

We support our employees with family friendly policies like parental leave, and other benefits.

Generous Time Off

We recognize hard work and believe in well-deserved time off.

Award-Winning Workplace

• Fortune Best Workplaces in BioPharma list for 2023
• Most Innovative Companies in Biotech by Fast Company in 2023
• Fortune Best Workplaces for Millennials™ 2021
• Fortune Best Workplaces in Health Care & Biopharma™ 2021
• Fortune Best Workplaces in the Bay Area™ 2021
• Fortune Best Medium Workplaces™ 2020

Accommodations and Equal Opportunity

10x Genomics is committed to supporting applicants with disabilities. We will provide accommodations for the application and recruitment process upon request via email to recruiting@10xgenomics.com.

As a federal contractor, 10x has established affirmative action programs for qualified women, minorities, protected veterans, and individuals with disabilities. The narrative portions of 10x's affirmative action plan for veterans and individuals with disabilities are available for review at our offices during normal business hours. Employees and applicants interested in reviewing these plans should contact the Recruiting Department at (925) 401-7300 and recruiting@10xgenomics.com for assistance.

Equal Employment Opportunity

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.

Recruitment Notice

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.