Customer Operations Specialist

Customer Operations Specialist
Location: Oxford

Job Summary
The Customer Operations Specialist is the hands-on subject-matter expert for the order-to-ship process. You own complex, high-value or escalated orders in Microsoft Dynamics 365, ensure every transaction meets export-control and trade-compliance rules, and act as the first point of escalation for our offshore processing team. Partnering closely with Logistics, Customer Service and Sales, you keep the customer journey friction-free while continually spotting process gaps and recommending improvements. You have no formal direct reports, but you coach new hires, share best practice and deputise for the Team Leader when required.

Key Responsibilities

• Process standard and complex customer orders, amendments and returns in D365 within SLA, ensuring data accuracy and audit readiness.
• Vet every order for D&B screening, embargo checks and Export Control approval; prepare shipment packs for global logistics partners and resolve holds.
• Create or adjust complex manual orders, bundles and split shipments, ensuring correct pricing, tax and Incoterms.
• Serve as the primary escalation contact for offshore order-entry teams and regional service desks; provide real-time troubleshooting and guidance.
• Liaise daily with Logistics, Warehouse and Finance to coordinate pick-pack-ship activities, credit holds and accurate invoicing.
• Train and mentor new Operations Coordinators; deliver refresher sessions on D365 functionality, compliance rules and best practice.
• Analyse order-management metrics to surface trends, root causes and bottlenecks; present insights to the Team Leader with clear corrective-action proposals.
• Design and document new SOPs or updates to existing workflows; pilot changes, gather feedback and roll out training.
• Contribute to cross-functional projects that improve the end-to-end customer journey, representing Operations in system-enhancement discussions.

Person Specifications

• 3 + years' experience in order processing, customer operations or supply-chain support, preferably within a global B2B environment.
• Advanced user of Microsoft Dynamics 365 (or similar ERP), with proven ability to create/amend complex orders and generate reports.
• Strong analytical mindset; comfortable interrogating data sets to drive decisions.
• Excellent communication and stakeholder-management skills; able to influence without direct authority.
• Bachelor's degree in Business, Supply Chain or related field.
• Experience with Salesforce/other CRM / e-commerce platforms.
• Additional language skills (e.g., French, Spanish, German or Italian).
• Working knowledge of export-control regulations, trade compliance and global logistics documentation.

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 Identification 2843
• Job Category Business Operations
• Posting Date 07/11/2025, 04:51 PM
• Apply Before 08/01/2025, 04:51 PM
• Job Schedule Full time
• Locations Oxford Science Park, OXFORD, OX4 4DQ, GB