Customer Operations Manager

Job Description
As a part of the global service team, the customer service manager is responsible for the leadership and continuous development of a team of customer service specialists whose primary focus is to provide exceptional customer experience from order management to fulfillment and collaborate internally with other departments to resolve issues or respond to enquiries.

As the manager, you will be responsible for achieving the business objectives for the team at a regional level including developing and implementing team strategies; recruiting and developing staff; successful execution of global projects with internal cross functional contribution and providing proposals/feedback to leadership.

What you will be doing:

Lead, inspire, and motivate customer service team
Collaborate with internal and regional teams to drive on-time fulfillment of orders and resolution of issues to meet or exceed customer expectations
Monitor back orders and manage updates in system (communicating updates to customers and internal staff on a regular basis)
Read/analyze reports and present information in support of order fulfillment within department and cross-functional teams
Responsible for understanding and ensuring employees follow corporate policies and procedures including, but not limited to SOX and compliance requirements
Drive initiatives and implementation of process improvements working cross-functionally with a focus on customer experience and efficiency
Work with leadership and HR to continually evaluate team structure and tools
Performance management including creating and executing development plans and providing ongoing feedback and performance appraisals for the team
Become a content expert on the ERP and CRM teams to enable quote to invoice, opportunity management, and complaint management
Validate accuracy of sales orders and provide guidance to resolve errors or escalate as required
Standard sales order creation and maintenance
Create and manage products returns, credit and debit memos in ERP system and updates CRM
Coordinate with logistics and field team for pickup or RMA of instruments and provide information/updates to customers and internal teams as needed
Create and manage service requests to field teams in CRM and service contracts in ERP system
Minimum Requirements:

Demonstrable team leadership skills gained within a commercial function
Proven ability to motivate and empower direct reports within a fast-paced working environment
Knowledgeable regarding ERP and CRM business systems
Excellent communication and interpersonal skills (English)
Experience using Microsoft Suite in particular Word, Excel and Outlook
Preferred Skills/Experience:

B.S. or equivalent experience in life science, chemistry or business
Analytical and detail orientated with the ability to understand trends, team needs and root cause issues
Plan and execute on projects, issues and process improvement efficiently
Familiarity with SFDC software
Broad knowledge of genomics or biochemistry

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.

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