Customer Operations Specialist
Customer Operations Specialist
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Job Description
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
Essential
- 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.
Desirable
- Bachelors 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.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
