Customer Service Specialist

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 satisfaction
• Strong 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.