Quote and Order Escalations Specialist

Quote and Order Escalation Specialist

Company: Oxford Nanopore Technologies

Location: Oxford

Work Model: Hybrid (3 days per week on-site)

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.

As a Quote and Order Escalation Specialist, your responsibilities will include:

• 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.

We are seeking a proactive, problem-solving professional with a natural drive to exceed customer expectations and go the extra mile.

• 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.

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.