Remote Customer Experience Specialist – Orders & Logistics

Neara; México; A distancia; MXN 213.000 - 289.000; Jornada completa

Descripción de la vacante

10x Genomics is seeking a Customer Service Specialist to manage end-to-end orders, RMAs, and master data in Oracle ERP and Salesforce. The role collaborates with Sales, Finance, Legal, Operations, and Supply Chain to ensure accurate pricing and timely delivery for distributor and direct channels.

You will coordinate with 3PLs and logistics partners, keeping customers and sales informed throughout the process while supporting onboarding and new product introductions.

Formación

• Experience with Oracle ERP and Salesforce (SFDC) in an order management or customer service capacity.
• Prior experience processing orders for distributor and direct sales channels, ideally within a manufacturing, life sciences, or technical/scientific products environment.
• Familiarity with RMA processes and coordinating with third-party logistics (3PL) providers on shipment exceptions
• Experience managing customer master data (ship-to/bill-to records, account setup) with high attention to accuracy and data governance standards
• Comfort working cross-functionally with Sales, Finance, Legal, Operations, and Supply Chain to resolve pricing, credit, and account-level issues
• Ability to perform well under end-of-quarter volume surges, managing competing priorities with speed and composure
• Strong written and verbal English communication skills, with the ability to professionally manage customer and distributor relationships
• Experience with export/import documentation or international order fulfillment is a plus

Responsabilidades

• 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
• 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
• 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
• 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
• Ability to perform well under end-of-quarter volume surges, managing competing priorities with speed and composure

Conocimientos

Oracle ERP

Salesforce (SFDC)

Herramientas

Oracle ERP

Salesforce (SFDC)

Descripción del empleo

10x Genomics is seeking a Customer Service Specialist to manage end-to-end orders, RMAs, and master data in Oracle ERP and Salesforce. The role collaborates with Sales, Finance, Legal, Operations, and Supply Chain to ensure accurate pricing and timely delivery for distributor and direct channels.

You will coordinate with 3PLs and logistics partners, keeping customers and sales informed throughout the process while supporting onboarding and new product introductions.