Customer Engagement Specialist [Code: 2687848]

Permanent full-time Ireland Hybrid

Company Information and Introduction

Nutritics is focused on making food information more reliable, more accessible and more valuable for our customers. By connecting our clients and their customers to food information they can rely on, we can deliver our vision to be the world’s most trusted food management software, delivering valuable insights to enable anyone to make better informed food choices. Our product offering includes recipe management, supply chain management, menu publishing, ordering, dietary management and meal planning modules. Since Nutritics launched, we’ve quickly become a global leader in our field and have customers across over 100 countries, including some of the world’s largest and most forward thinking food companies. By using Nutritics, today's professionals have the best tools available to help their clients make accurate, relevant and actionable food choices. Our Customer Engagement team offers genuine human connection and technical expertise to empower our customers to get the most out of Nutritics and help them achieve their goals.

Key Responsibilities and Duties

• Providing ‘business as usual’ (BAU) support to tier 1, 2 & 3 clients.
• Responding promptly to customer inquiries through various channels including email, phone and screen share if necessary.
• Maintaining a positive, empathetic, and professional attitude at all times.
• Knowing our products inside and out so that you can answer questions as efficiently as possible.
• Liaising with the onboarding and projects team to ensure customers are smoothly transitioned from in project to BAU.
• Liaising with customer success managers (CSMs) and product teams on customer issues.
• Liaising with sales/CSMs when an upsell opportunity becomes apparent.
• Logging technical issues, taking ownership of logged issues and mobilising the development team as needed to get issues resolved in line with SLAs.
• Maintaining a detailed record for each customer including licence details, interactions, transactions, and comments.
• Mentoring junior team members and delegating queries as necessary.

Career Progression and Development

• Recognition as a key part of the team that continues to deliver significant global growth - feel and see the impact of your individual contributions!
• Opportunity to learn from working alongside an experienced management team and market leading clients around the world.
• Bi annual performance review and individual career development plan.

Key Skills and Competencies

• The ability to prioritise and multitask, with excellent time management and organisational skills.
• Experience in collaborative cross-functional work and knows how to be empathic and articulate.
• A sense of responsibility - will take ownership and follow through with queries.
• To be passionate about Nutritics and bring that enthusiasm to work daily.
• We want you to be focused on quality delivery and doing an excellent job that you can take pride in.
• 1-2 years experience in a similar role.
• Third level qualification is desirable but not essential.
• Fluent spoken and written English.
• Previous experience in Foodservice and/or nutrition is an advantage but not essential.

Most Importantly

Being a people-focused Company, it’s not just about the role, we are equally interested in you, both in terms of your career and as a person. Everything we do here at Nutritics is with a focus on “team first” and our core values are real – they are driven by our CEO and are strongly held by everyone working here. These values of Team First, Open Communication, No Ego, Integrity and The Rocket allow us to be proud of what we do, help people to develop and retain our excellent culture. We want our team to look forward to coming to work every day and this drives our culture and outlook.

Working with Nutritics

• 25 days annual leave (plus public holidays).
• Training & Development Programmes.
• Excellent work life balance policies - Summer hours, Enhanced parenting leave options etc.
• Generous personal Health & Wellbeing budget.
• Unparalleled opportunities to a rewarding & diverse career path.
• An experienced knowledgeable peer group.

Location and Hours of Work

This position is a hybrid role with travel to your local office required on a bi weekly basis. This role can be based remotely in the UK or Ireland for the right candidate. The candidate will be required to attend their local office at least every two weeks (London based for UK, and Dublin based for Ireland). Travel to the Irish office will also be required at times. The candidate will be expected to work a minimum 37.5 hour week. We work Monday to Friday with flexibility around start and finish times as long as core hours are covered.

Additional Information

• Number of positions: 1.
• Contact:

Key Skills

• Customer Service.
• Customer retention.
• Customer Success.
• Organisation.
• Communication.
• Management.
• Leadership.