Customer Service Associate - Japan

The key responsibilities of a Customer Service Associate at 10x Genomics include managing order entry and fulfillment, handling product and order inquiries, creating and maintaining sales orders in the ERP system, and collaborating with logistics teams to ensure timely deliveries. The role also involves communicating effectively with customers and distributors, monitoring back orders, and providing updates.

To apply for the Customer Service Associate position at 10x Genomics, candidates should have multi-year customer support experience, strong written and verbal communication skills in English and Japanese, and experience with ERP and CRM systems. A Bachelor's degree in a related field, like Biology, is preferred, along with familiarity with Microsoft Office applications.

The Customer Service Associate role at 10x Genomics is pivotal in supporting the company's mission by ensuring that customers receive timely and accurate information regarding their orders and products. By facilitating effective communication and managing customer expectations, the associate helps drive operational excellence, allowing the company to focus on advancing scientific research.

10x Genomics offers a vibrant and inclusive work environment where associates can thrive. The company encourages professional development and innovation and values the contributions of each team member. Working here means you are part of a dedicated team driving significant advancements in life sciences while also receiving support to grow your career.

Key technical skills for a Customer Service Associate at 10x Genomics include proficiency in ERP systems, knowledge of CRM tools, and familiarity with Microsoft Office applications. Being detail-oriented and having the ability to solve problems effectively in a fast-paced environment are also crucial skills that will ensure success in this role.

When answering this question, highlight specific past experiences where you provided exceptional customer service, including how you resolved issues and maintained customer satisfaction. Mention any tools or systems you utilized, such as ERP or CRM applications, to demonstrate your technical competence.

To effectively answer this question, illustrate your approach to maintaining professionalism while actively listening to customer concerns. Discuss strategies such as empathy, prompt communication, and problem-solving techniques that you would employ to turn a negative situation into a positive experience.

When discussing your experience with ERP and CRM systems, provide specific examples of how you have used these tools in past roles. Focus on how you leveraged these systems to streamline processes, track orders, or manage customer relationships effectively.

Share a compelling story that outlines a situation where you went above and beyond for a customer. Describe the context, action steps taken, and the positive outcome that resulted, emphasizing your commitment to customer satisfaction.

Demonstrate your organizational skills by explaining your approach to managing multiple responsibilities. Discuss tools or methods you use to prioritize tasks, such as to-do lists, deadline tracking, or collaboration with team members to ensure efficient workflow.

Express your passion for helping others and how you find fulfillment in resolving issues and facilitating a positive customer experience. You can also discuss your interest in contributing to a company that supports innovation in the scientific field.

Outline a clear communication strategy you would use to inform customers about back orders, including timely notifications, transparency regarding estimated delivery times, and regular updates. Emphasize the importance of managing customer expectations and maintaining trust.

Discuss the importance of double-checking information, using checklists, or utilizing system-based validation features to ensure order accuracy. Provide an example from your experience where attention to detail prevented an error and benefited the customer.

Share techniques you use to create a friendly and approachable demeanor when speaking with customers. This might include personalizing interactions, actively listening, and using positive language to make customers feel valued.

Demonstrate your research about 10x Genomics by mentioning its role in advancing the biological sciences, the innovative tools it offers, and how its mission aligns with your personal values and your desire to contribute to meaningful scientific advancements.