Customer Care Specialist

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. 

We are seeking a fluent German-speaking Customer Care Specialist to deliver outstanding support to customers across German-speaking markets. Please note that for candidates in the UK, this role is hybrid, with 2 days per week to be on site in Oxford.

The Details…

The successful candidate will be responsible for handling customer enquiries, resolving issues efficiently, and providing a seamless customer experience through multiple communication channels. This role requires excellent communication skills in both German and English, a customer-focused mindset, and a proactive approach to problem-solving. 

Key Responsibilities:
Customer Support & Escalation Management

• Provide responsive, high-quality support to customers, Sales, Service, and internal stakeholders, ensuring timely resolution of inquiries, requests, and escalations.
• Act as a primary escalation point for complex customer, order, and account-related issues, driving resolution through effective cross-functional collaboration.
• Support complex quoting activities, pricing validation, and non-standard customer requests in accordance with defined policies and service level agreements.
• Maintain a strong customer focus while balancing operational, compliance, and commercial requirements.

Order & Account Operations

• Process, validate, and amend customer orders accurately within Microsoft Dynamics D365, ensuring adherence to established procedures and fulfilment requirements.
• Manage complex order scenarios, including amendments, returns, fulfilment exceptions, and customer-specific requirements.
• Support account setup, maintenance, hierarchy updates, and approval activities, ensuring customer data integrity and accuracy.

Compliance & Risk Management

• Conduct or support Export Control, D&B, sanctions screening, and other compliance checks for customer accounts and orders.
• Review account and order documentation to ensure compliance with internal policies, regulatory requirements, and audit standards.
• Identify, investigate, and escalate compliance risks, documentation gaps, or data discrepancies in a timely manner.

Logistics & Fulfilment Coordination

• Coordinate with third-party logistics providers, warehouse operations, and internal teams to support successful order fulfilment and delivery performance.
• Monitor and resolve shipping, delivery, and fulfilment-related issues, minimising customer impact and business risk.
• Proactively manage delivery exceptions and communicate effectively with stakeholders regarding resolution plans and timelines.

Reporting, Analysis & Continuous Improvement

• Produce and support operational reporting, providing accurate and timely insights into customer care, order management, and fulfilment performance.
• Identify recurring issues, process bottlenecks, and operational risks through data analysis and root cause investigation.
• Recommend and support improvements to processes, systems, controls, and ways of working to enhance customer experience and operational efficiency.

Cross-Functional Collaboration & Team Support

• Partner closely with Sales, Service, Logistics, Finance, Operations, and Commercial teams to deliver a seamless end-to-end customer experience.
• Share knowledge, best practices, and process expertise with Customer Care Associates and wider team members.
• Participate in training, onboarding, project work, system implementations, and business change initiatives.
• Contribute to a culture of continuous improvement, accountability, and customer excellence across the Customer Care function.

What We’re Looking For…

Essential Skills and Experience

• Fluent German speaker (C1+)
• Several years of experience in customer care, customer success, or a related field 
• Ability to prioritize and manage a high volume of work independently 
• Strong communication skills (written and verbal) 
• Customer-focused mindset with a problem-solving approach 
• Ability to multitask and prioritize in a fast-paced environment 
• Advanced problem-solving and decision-making skills 
• Attention to detail and accuracy 
• Ability to collaborate across teams 
• Basic technical proficiency (SFDC preferred) 
• Excellent communication and stakeholder management skills 
• Experience handling escalations and complex customer scenarios 
• Strong process improvement and analytical skills 
• Ability to mentor and support junior team members 
• Ability to operate effectively in a fast-paced, evolving environment

Desirable Skills

• Background in life sciences or healthcare is a plus
• Additional languages (French/Spanish/Portuguese) are a plus

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.

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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.