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For Companies At a Glance
- Tasks: Resolve complex customer issues and manage the order lifecycle with precision.
- Company: Join Oxford Nanopore Technologies, a leader in innovative molecular analysis.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact on customer satisfaction and operational efficiency.
- Qualifications: Experience in customer service and proficiency in CRM and ERP systems.
- Other info: Dynamic team environment with a focus on innovation and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
The Quote and Order Escalation Specialist is a critical player in Oxford Nanopore Technologies' operational processes, ensuring a smooth and efficient customer journey for all our complex quotes and orders. This role is responsible for resolving escalated issues, ensuring meticulous compliance with Export Control and other regulations, and maintaining a high standard of accuracy. You will serve as a key liaison and Subject Matter Expert (SME) between Sales, Finance, and Logistics, proactively identifying and addressing challenges to ensure timely order fulfilment and an excellent customer experience. This position requires a skilled, detail-oriented professional, proficient IT user with a strong ability to work autonomously and solve problems effectively.
Responsibilities
- Issue Resolution & Order Lifecycle Management: Act as the primary point of contact and SME for escalated quotes and orders, providing expert-level support to resolve complex scenarios that require specialized attention. Deliver on the complete order lifecycle, including quoting, order entry, validation, invoicing, and coordination with cross-functional teams.
- Order and Quote Management: Process and amend complex manual orders within Dynamics 365 (or similar systems), ensuring data accuracy and compliance with all internal and external regulations. Provide manual quotes and account details upon request to help customers make informed purchasing decisions. Process order amendments such as shipment date changes, purchase order updates, cancellations, pricing adjustments, and delivery address changes.
- Compliance Oversight: Oversee daily order queues in a timely way to ensure all orders are processed within our service-level agreements and meet strict compliance requirements, including D&B screening and Export Control approvals.
- Cross-Functional Collaboration: Work closely with Sales, Logistics, and Warehouse teams to address shipment holds, resolve exceptions, and ensure a seamless flow from order placement to delivery.
- Operational Reporting: Analyse order-processing metrics to identify trends and root causes of issues. Contribute to the development of solutions that drive efficiency and accuracy, and assist in producing reports that highlight order status and compliance.
What We're Looking For
We are seeking a proactive, problem-solving professional with a natural drive to exceed customer expectations and go the extra mile.
Required Experience & Skills
- Previous experience in a customer service or equivalent role, with a strong track record of resolving complex issues and delivering high customer satisfaction.
- Previous support role with end-user interaction, such as Customer Support or Operations.
- Strong understanding of the customer journey and a commitment to creating a positive customer experience.
- Experience with Microsoft Dynamics D365.
- Experience with a reporting system with multiple data sources.
- Proficiency with CRM software (e.g., Salesforce) and ERP (e.g., SAP/AX).
- Ability to manage difficult situations calmly and work toward positive resolutions.
- Able to multi-task and thrive in a fast-paced environment.
This exciting and challenging role will suit someone who is keen to make a significant impact on our operational efficiency and customer satisfaction.
EEO Statement: Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
About Us
Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.
Quote and Order Escalations Specialist in Oxford employer: Oxford Nanopore Technologies
Contact Detail:
Oxford Nanopore Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quote and Order Escalations Specialist in Oxford
✨Tip Number 1
Network like a pro! Reach out to current employees at Oxford Nanopore Technologies on LinkedIn. Ask them about their experiences and any tips they might have for landing the Quote and Order Escalation Specialist role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by diving deep into the company’s mission and values. Understand how your skills align with their goals, especially in customer service and operational efficiency. Show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your problem-solving skills! Since this role involves resolving complex issues, think of examples from your past experiences where you’ve successfully tackled challenges. Be ready to share these stories during your interview to showcase your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Oxford Nanopore team. Let’s get you that job!
We think you need these skills to ace Quote and Order Escalations Specialist in Oxford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Quote and Order Escalation Specialist role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've resolved complex issues in previous roles. This will demonstrate your ability to handle the challenges that come with this position. Remember, we love proactive problem solvers!
Highlight Your IT Proficiency: Since this role involves using systems like Microsoft Dynamics D365, make sure to mention your experience with similar software. If you've worked with CRM or ERP systems, let us know! We’re looking for someone who can hit the ground running.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands. Plus, it shows you're keen on joining our team at Oxford Nanopore Technologies!
How to prepare for a job interview at Oxford Nanopore Technologies
✨Know Your Stuff
Familiarise yourself with the ins and outs of the Quote and Order Escalation Specialist role. Understand the key responsibilities, especially around issue resolution and compliance. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex issues. Highlight your ability to stay calm under pressure and how you’ve contributed to a positive customer experience. This is crucial for demonstrating your fit for the role.
✨Get Comfortable with Tech
Brush up on your knowledge of Microsoft Dynamics D365 and any CRM or ERP systems you've used before. Being able to discuss your technical proficiency will reassure the interviewers that you can handle the operational aspects of the job with ease.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and how success is measured in this role. This not only shows your enthusiasm but also helps you gauge if the company aligns with your values and career goals.
