Customer Service 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

We’re Hiring: Customer Service Specialist | Oxford Nanopore Technologies

At Oxford Nanopore Technologies (ONT), we’re enabling the analysis of anything, by anyone, anywhere. Our pioneering nanopore sequencing technology is transforming genomics and life sciences worldwide, and outstanding customer service is critical to supporting our customers and our mission.

We’re looking for a Customer Service Specialist to join our team and play a key role in delivering exceptional service to ONT customers and internal functions. This role is ideal for a proactive, customer-focused professional who thrives in a fast-paced environment and takes pride in creating consistently positive customer experiences.

About the Role

As a Customer Service Specialist, you’ll be a professional individual contributor responsible for managing customer interactions across the quote-to-order process. Working with limited supervision and within well-defined processes, you’ll confidently use ONT systems and tools such as Salesforce to resolve inquiries, address issues, and contribute directly to customer satisfaction and departmental goals.

You’ll demonstrate a strong understanding of the Customer Service function and its vital contribution to the wider business, alongside a can‑do, self‑starter attitude.

Key Responsibilities

• Respond to customer inquiries throughout the quote-to-order journey, ensuring a seamless and positive experience
• Handle inbound customer requests via phone, email, and chat, providing timely and accurate support
• Assist with pricing adjustments due to account setup issues, missing pricing configurations, or special pricing agreements, and facilitate credit card payments when required
• Process and maintain order amendments in line with company policy
• Maintain and update customer profiles, preferences, and service records within the CRM system
• Troubleshoot non‑technical product or service issues, escalating complex cases where appropriate
• Resolve customer concerns efficiently, collaborating with relevant teams as needed
• Coordinate with Logistics, Inventory, and Operations teams to provide real‑time order and shipment updates
• Work closely with Sales, Operations, and Technical Support to resolve standard customer cases
• Follow up with customers to confirm issue resolution and ensure satisfaction
• Capture customer feedback, identify recurring issues, and recommend process improvements
• Proactively monitor high‑value open orders and coordinate with Sales teams or customers accordingly
• Represent ONT with professionalism, empathy, and a solution‑oriented approach
• Consistently meet or exceed performance targets, including response times, resolution rates, and customer satisfaction scores
• Participate in ad hoc projects and contribute to continuous improvement initiatives

What We’re Looking For

Qualifications and Experience

• Bachelor’s degree or equivalent relevant experience in Business Administration, Communications, Customer Service Management, or a related discipline
• Previous experience in a customer service, operations, or support role with direct end‑user interaction
• A proven track record of resolving complex issues and delivering high levels of customer satisfactionStrong understanding of the customer journey and a commitment to creating positive customer experiences

Knowledge, Skills, and Abilities

• Proficiency with CRM systems (Salesforce preferred) and ERP platforms such as SAP or AX
• Ability to manage challenging situations calmly and work toward positive, effective resolutions
• Strong multitasking skills and the ability to thrive in a fast‑paced, dynamic environment
• A proactive, self‑motivated mindset with a natural approach to problem‑solving

Why Join Oxford Nanopore Technologies?

You’ll be part of an innovative, collaborative organization where your work directly supports customers advancing scientific discovery and healthcare globally. This is an opportunity to make a real impact while growing your career within a fast‑moving, purpose‑driven business.

If you’re passionate about customer service and excited by the opportunity to support world‑changing science, we’d love to hear from you.

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.

Job Info

• Job Identification 2942
• Job Category Commercial
• Posting Date 10/26/2026, 02:55 PM
• Apply Before 11/09/2026, 12:00 AM
• Job Schedule Full time
• Locations United Kingdom, United Kingdom, GB