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Customer Service Specialist - Kuala Lumpur

APAC

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) and requires both English and Mandarin language skills

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
  • English and Mandarin language skills
  • 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

Salary Range: 48,700 - 65,900 MYR (Gross p.a.)

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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. 

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, 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.

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