Customer Experience & Order Support Specialist

Nanopore; Oxford; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Oxford Nanopore Technologies (ONT) is hiring a Customer Service Specialist in Oxford. You will manage customer interactions across the quote-to-order process, using ONT systems and Salesforce to resolve inquiries and support satisfaction.

A proactive, customer-focused professional with experience in service and a can-do attitude will thrive in this fast-paced role. You’ll work with Sales, Operations, and Technical Support to ensure timely resolutions, maintain CRM records, and contribute to

Qualifications

• Bachelor’s degree or equivalent in Business Administration, Communications, Customer Service Management or related discipline
• Experience in customer service, operations or support with direct end-user interaction
• Strong track record of resolving issues and delivering high customer satisfaction

Responsibilities

• Respond to customer inquiries during quote-to-order process
• Handle inquiries via phone, email and chat with timely, accurate support
• Assist with pricing adjustments and facilitate payments when needed
• Process and maintain order amendments per policy
• Maintain customer profiles and service records in CRM
• Troubleshoot non-technical issues and escalate when needed
• Coordinate with Logistics, Inventory and Operations for real-time order updates
• Collaborate with Sales, Operations, and Technical Support to resolve cases
• Follow up to confirm issue resolution and customer satisfaction
• Capture feedback and suggest process improvements

Skills

CRM systems

Multitasking

Problem-solving

Customer-focused

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

SAP

AX

Job description

Oxford Nanopore Technologies (ONT) is hiring a Customer Service Specialist in Oxford. You will manage customer interactions across the quote-to-order process, using ONT systems and Salesforce to resolve inquiries and support satisfaction.

A proactive, customer-focused professional with experience in service and a can-do attitude will thrive in this fast-paced role. You’ll work with Sales, Operations, and Technical Support to ensure timely resolutions, maintain CRM records, and contribute to