Customer Support Nutritionist

Igennus Healthcare Nutrition manufactures and distributes premium health supplements, offering natural and science-backed solutions for health and wellbeing. Our products are distributed through private clinics, health food shops and pharmacies, as well as retailers such as Holland & Barrett, Amazon and Victoria Health. A large part of our business is also direct-to-consumer via ecommerce and phone order line. Our health supplements are used and endorsed by leading medical experts and we have thousands of loyal customers and high word-of-mouth referrals. During the thirteen years we’ve been running, we’ve had a wealth of publicity, including national print media, radio and television coverage. More recently Igennus has introduced a range of services to our offering, including omega-3 fatty acid testing and direct to consumer nutrition support and consultations via our in-house digital personalised nutrition and health platform, MyOnlineCLINIC. At Igennus we pride ourselves on delivering industry leading, cutting edge and highly scientific nutrition and health solutions that provide the very best support for our customers and the general public.

The company is seeking a multi-skilled, highly practical and flexible individual to deliver first class technical nutrition advice as part of our customer support offering, and who will also handle a varied range of technical administration tasks to support the needs of our customers and internal processes. This role involves being a point of contact for our customers, both trade/professional and the general public. As such, the successful individual will have excellent interpersonal skills, be highly empathetic and professional, and able to liaise confidently with a wide range of people in addition to possessing a high level of nutrition knowledge and experience.

The ideal candidate will be friendly, with a natural energy and strong desire to help others – and possess a passion for health. The successful individual will be reliable and dedicated and able to adapt quickly to new challenges in order to help Igennus maintain their leading role in the clinical nutrition industry.

The role
TECHNICAL CUSTOMER SUPPORT

  • Answering phone calls and live chat offering technical product advice to customers and practitioners
  • Calling on nutrition expertise to offer excellent product knowledge when taking trade and customer phone orders
  • Dealing with technical customer service queries (via phone, email and live chat) rapidly and effectively; identifying where necessary to escalate complex technical problems to senior nutrition team members
  • Conduct routine technical training  to health food stockists and practitioners Management of fatty acid testing service, including co-ordination of shipment to processing of results and delivery of interpretation consultations to our consumers
  • Delivery of nutrition consultations via video link for users of the MyOnlineCLINIC service
  • Trade and export order processing
  • Admin support activity for Marketing, Sales and Nutrition departments
  • Working closely with our customer support manager to ensure the service we provide is of exceptional standard, including offering solutions and ideas to improve efficiency of internal processes
  • Processing trade applications & setting up accounts
  • Assistance coordinating educational events and webinars
  • Contribute ad hoc content to nutrition blog & education materials
  • Contributing nutrition and lifestyle content to populate Facebook and Twitter feeds
Skills profile
To be considered for this position, you will be:

  • Able to work both autonomously and as part of a team
  • Extremely proficient with technology and software, particularly Microsoft Office, and quick to pick up new digital tools used to support processes and efficiency (training will be provided on our CRM software)
  • Confident, with excellent oral and written communication skills with an excellent telephone manner
  • Customer focused and adept at problem-solving, taking pride in providing first class service
  • A self-starter, willing to learn, flexible and able to prioritise tasks
  • Highly organised with strong attention to detail
  • Strong experience in a customer-facing role
  • Experience of working in the nutrition and health industry, either as clinical or health food retail experience
  • Educated to at least A-level standard and hold relevant nutrition qualifications to diploma level or equivalent
  • Experience in applying nutrition in a clinical setting
  • Knowledge and experience of nutrition coaching and functional medicine would be desirable
Personality
·         Friendly, cooperative, reliable, calm and professional

·         Smart and able to relate and communicate with professionals from all areas

·         Must be passionate about and take pride in own health and wellbeing and be keen to develop a sound knowledge of the products and the company’s nutrition stance

·         Resourceful, eager to learn and a natural self-starter

·         Have a positive, friendly, happy and helpful manner

·         Be sensitive and considerate towards customers

·         Genuine desire to help others – internally and externally

·         Confident and authoritative but not afraid to seek help when needed

·         Proactive and forward-thinking

What we offer
·         A friendly, supportive and enjoyable office environment where individuals are encouraged to contribute ideas and be entrepreneurial

·         The opportunity to apply your skills and make an impact as we strive for continuous learning and improvement

·         Working alongside other motivated and intelligent people who care about what we do and the products and services we provide

·         Creative and challenging projects and cross-team working

Hours and compensation
  • 37.5 hours per week between the hours of 9.00am-5:30pm Monday-Friday based in Cambridge (near the Science Park)
  • Competitive salary is offered depending on experience and 25 days’ holiday

To apply :

 

Please email your CV and a covering letter to: annec@igennus.com