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: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team driving innovation in global health solutions.
- Why this job: Make a real impact by enhancing customer experiences in cutting-edge technology.
- Qualifications: Customer service experience and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 € 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.
Key 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.
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.
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.
Quote and Order Escalations Specialist in Oxford employer: Oxford Nanopore
Oxford Nanopore Technologies is an exceptional employer, offering a dynamic work environment in the heart of Oxford with a hybrid model that promotes work-life balance. Employees benefit from a culture of innovation and collaboration, with ample opportunities for professional growth and development in a cutting-edge field that is transforming molecular analysis. Join us to be part of a mission-driven team that values your contributions and supports your career aspirations while making a meaningful impact on society.
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. A friendly message can go a long way in getting insider info and maybe even a referral.
✨Tip Number 2
Prepare for the interview by diving deep into the company’s mission and values. Show us how your skills align with their goals, especially around customer experience and operational efficiency.
✨Tip Number 3
Practice your problem-solving skills! Think of examples from your past roles where you’ve resolved complex issues. We want to see how you handle challenges, especially in a fast-paced environment.
✨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 joining our team.
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 to highlight your experience with customer service and problem-solving. We want to see how your skills align with the Quote and Order Escalation Specialist role, so don’t hold back!
Showcase Your Tech Skills:Since this role involves using systems like Microsoft Dynamics D365, it’s a good idea to mention any relevant tech experience you have. We love candidates who are comfortable with IT, so let us know how you've used similar tools in the past.
Highlight Your Customer Focus:We’re all about creating a positive customer experience, so share examples of how you’ve gone the extra mile for customers in previous roles. This will show us that you understand the importance of customer satisfaction.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Oxford Nanopore
✨Know Your Stuff
Familiarise yourself with the ins and outs of order management and customer service. Brush up on your knowledge of Microsoft Dynamics D365 and any relevant compliance regulations. Being able to speak confidently about these topics will show that you're serious about the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex issues. Think about specific scenarios where you went above and beyond for a customer or streamlined a process. This will demonstrate your proactive approach and ability to handle escalations effectively.
✨Emphasise Collaboration
Since this role involves working closely with various teams, be ready to discuss how you've collaborated in the past. Share stories that highlight your ability to communicate and work well with others, especially in high-pressure situations. This will show that you can be a key liaison as needed.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and the challenges they face in order fulfilment. This not only shows your interest in the role but also gives you a chance to assess if the company is the right fit for you. Plus, it demonstrates your critical thinking skills!
