Quote and Order Escalation Specialist
Company: Oxford Nanopore Technologies
Location: Oxford
Work Model: Hybrid (3 days per week on-site)
The Role:
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
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.
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.
Apply Now - 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.
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.
Skills Required
- Previous experience in a customer service or equivalent role
- Strong understanding of the customer journey
- Experience with Microsoft Dynamics D365
- Experience with a reporting system with multiple data sources
- Proficiency with CRM software (e.g., Salesforce)
- Ability to manage difficult situations calmly
- Able to multi-task in a fast-paced environment
Oxford Nanopore Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Oxford Nanopore Technologies and has not been reviewed or approved by Oxford Nanopore Technologies.
-
Fair & Transparent Compensation — Pay is considered good to above average across many roles, with employer-provided ranges visible for several U.S. commercial and applications positions and company materials emphasizing market‑competitive base pay. Commercial and some senior technical posts, particularly in the U.S., are positioned as competitive and often paired with strong variable components.
-
Equity Value & Accessibility — All‑employee share plans in the UK and a U.S. employee stock purchase plan indicate broad access to equity as part of total reward. Company communications highlight attractive bonus and share plans that add meaningful upside beyond base pay.
-
Healthcare Strength — U.S. roles indicate strong health insurance and core protections, while official materials and country overviews reference private medical coverage and wellbeing support. These elements position the health package as a notable strength alongside cash compensation.
Oxford Nanopore Technologies Insights
What We Do
Our goal is to enable the analysis of anything, anywhere, by anyone. We have developed the world’s first and only nanopore DNA and RNA sequencing platform. It’s a new generation of sequencing technology — the only one to offer: scalability to portable or ultra-high throughput formats, real-time data delivery, and the ability to elucidate rich biological data. We are aiming to disrupt the way that biological analyses are currently performed, and open up new applications that have a profound, positive impact on society. Our devices offer real-time analysis, for rapid insights, in fully scalable formats — from pocket to population scale — and the technology is being used in more than 100 countries worldwide. Founded in 2005 as a spin-out from the University of Oxford, the company now employs more than 600 people from multiple disciplines including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.
