Customer Service Specialist

10x Genomics, Inc.; Estado de México; Hybrid; MXN 180,000 - 360,000; Full time

Job summary

10x Genomics, Inc. is seeking a Customer Service Specialist to manage the end-to-end commercial lifecycle for customers and distributors in Mexico and globally, ensuring precise and rapid delivery of our technologies.

In this remote, Mexico-based role, you will handle order processing in ERP (Oracle) and CRM (Salesforce), coordinate with 3PLs, and maintain customer master data, including CFDI invoicing, while collaborating with Sales, Finance, and Legal to onboard new customers.

Qualifications

• Previous experience in order management and customer service.
• Knowledge of ERP and CRM systems (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).
• Availability to work Mexico-aligned business hours with overlap with US time zones.
• Reliable high-speed internet and a suitable home workspace.

Responsibilities

• Process inbound purchase orders in ERP (Oracle) and CRM (Salesforce).
• Validate PO accuracy against pricing, terms, currency, and product configuration within SLAs.
• Manage order modifications, cancellations, and backlog/backorder communication.
• Support end-of-quarter (EOQ) volume surges with elevated responsiveness across time zones.
• Initiate and track RMA requests to resolution.
• Coordinate with 3PLs, couriers, and customs brokers on shipments and delays.
• Keep customers and sales informed throughout the process.
• Enter and maintain customer master data including tax information (RFC, fiscal address).
• Assist onboarding and CFDI invoicing collaboration with Sales, Finance, and Legal.
• Partner with Sales to resolve pricing discrepancies and escalations.
• Liaise with Finance on credit holds, billing, CFDI corrections, and payment terms.
• Collaborate with Operations and Product Management on availability and launches.

Skills

Detail oriented

Interpersonal skills

Independent with teamwork

Fluent Spanish

English proficiency

US time overlap

Reliable home internet

Tools

Oracle ERP

Salesforce CRM

Job description

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

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  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.