About Us
Cytoplan is a leading UK supplement company committed to providing high-quality nutritional products and exceptional customer service. We are looking for a commercially minded and customer-focused Sales & Customer Service Executive to join our growing team in Worcester.
This is an excellent opportunity for someone who enjoys helping customers, achieving sales targets, and making a positive impact on the customer experience.
The Role
As a Sales & Customer Service Executive, you will be the first point of contact for our customers across phone, email, LiveChat, and review platforms. You'll provide outstanding service while identifying opportunities to increase sales through product recommendations, cross-selling, upselling, and customer retention activities.
Key Responsibilities
- Take and process live consumer and trade sales orders using our website and ERP.
- Proactively identify and convert cross-sell and upsell opportunities to increase Average Order Value (AOV).
- Convert enquiries into sales by recommending complementary products, bundles, subscriptions and promotions.
- Set up and manage new consumer and practitioner accounts accurately.
- Manage returns and credits promptly while seeking retention opportunities (exchanges, alternatives, incentives).
- Monitor third-party review platforms and public feedback channels; respond professionally and promptly to negative reviews with the aim of resolving issues and turning them into positive outcomes.
- Document review responses and outcomes; escalate reputational risks or complex complaints to the Sales Operations Manager.
- Where company policy allows, offer appropriate remedies or goodwill gestures to resolve complaints; follow up to confirm customer satisfaction and potential sales recovery.
- Respond to and manage customer reviews/reputation on third-party platforms, escalating issues as required.
- Record and maintain accurate, GDPR-compliant logs of customer interactions and sales opportunities.
- Refer complex or clinical queries to the internal Nutritional Therapist and follow up to drive satisfaction and potential conversion.
- Support commercial activity for product launches.
- Raise potential issues or customer trends to the Sales Operations Manager and collaborate on solutions.
- Willingly support team members, share knowledge, and assist with other administrative duties as required.
What We're Looking For
Essential
- Minimum 2 years’ experience in a customer-facing role with demonstrable success in cross-selling or upselling (tele-sales, retail, e-commerce, subscription services preferred).
- Proven experience with LiveChat or similar real-time messaging tools and confident handling of inbound telephone queries (including challenging customers).
- Working knowledge of Office 365 and CRM/order systems;
- Strong spoken and written English and a good practical level of general mathematics / numeracy.
- Highly organised, able to multi-task (handle calls/LiveChats while completing administrative tasks) and maintain accuracy under pressure.
- Good working knowledge of GDPR and ability to handle customer data responsibly.
- Customer-focused, resilient, persuasive with strong interpersonal skills.
Desirable
- Interest in food, nutrition, health & wellbeing or willingness to learn product/clinical knowledge quickly.
- Excel skills (data lookups, basic pivoting, reporting).
- Experience working to commercial KPIs (conversion rate, AOV, retention).
- Experience managing online reputation or responding to public reviews.
Why Join Cytoplan?
- Monday–Friday working hours with no weekends
- Supportive and collaborative working environment
- Opportunity to develop sales, customer service, and commercial skills
- Ongoing training and product knowledge development
- Free Tea/Coffee and fruit
- Free Gym Membership
- Enhanced Company Pension scheme
- Free Supplements
- Buy additional holidays
- Cycle to Work
Equality, Diversity & Inclusion
Cytoplan is an equal opportunities employer. We welcome applications from all suitably qualified candidates regardless of background.
Pay: £26,000.00-£28,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
Experience:
- Customer service: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
