Customer Services Associate

The management team, led by CEO Dr. Gordon Sanghera, has a track record of delivering disruptive technologies to the market. Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis (for rapid insights), in fully scalable formats from pocket to population scale, that can analyze native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths.

Our goal is to enable the analysis of any living thing, by anyone, anywhere. We offer real-time nanopore-based DNA/RNA sequencing technology: accessible, easy to use and fully scalable for any requirement.

**The Details...**

Oxford Nanopore Technologies are committed to reducing the environmental impact of our products and are looking for a Customer Service Associate - Returns, with a strong background in Logistics, Administration and office roles, ideally in busy and varied environments and excellent organisational and prioritisation skills with an eye for detail. You will be naturally pro-active and always have a focus on your customers, a great communicator with an excellent telephone manner. You will strive for Operational excellence. Multi-lingual languages would be an advantage.

The purpose of this role is to facilitate the reverse logistics of flow cells and devices to Oxford Nanopore Technologies, in addition to offering a complete Customer Services solution to existing customer and potential customer base as well as offering support to the wider commercial team and internal stakeholders. Responsibilities include:

- Pro-active outbound contact with customers and ONT Logistics team to facilitate the returns of flow cells and devices.
- Be able to respond to customer enquiries through knowledge of ONT's returns process via the webstore.
- Liaising with Logistics teams to ensure smooth return of flow cells and devices
- Monitoring of open returns and individual cases within Salesforce
- Reporting of returns progress and success
- Answering customers questions on business processes and products
- Scheduling and amending orders on internal systems
- Supporting internal teams including Technical Support, Sales, Market Development, Logistics, Finance, Operations and Marketing
- Ensuring KPI's on the customer service experience and customer satisfaction are met

**What We're Looking For...**

A highly driven and motivated individual to join the Customer Services team as a Customer Service Associate.
- BS degree or equivalent experience.
- Customer Service experience
- Excellent interpersonal, oral and written communication skills as well as ability to lead and influence and deliver superior customer experience.
- Experience with ERP and CRM systems.
- Entrepreneurial Spirit
- Call Center experience is a plus.
- Experience in Healthcare / Life Science Industry is a plus.

You can work independently with mínimal supervision and under pressure and enjoy using your initiative to aid decision making. In addition, you understand the importance of taking a confidential approach.

This role will suit someone interested in working for a fast-paced global organisation who enjoys interacting and engaging with their customer base as well as being an active and collaborative team member. This role will suit someone who enjoys front line customer engagement and who loves to exceed customer expectations.

Oxford Nanopore's 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 enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.

Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs around 650 employees around the world.