Customer Service Specialist

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.

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