Customer Experience Consultant
Company: Jewson Timber Solutions
Role Overview
The Customer Experience Consultant plays a key role in delivering a seamless and high-quality customer journey. Acting as a central point of contact, this role focuses on managing customer interactions, processing orders, resolving issues, and proactively supporting customer needs.
Working Hours: Monday to Friday, 8:00 am to 5:00 pm. We offer flexibility in working hours, provided the standard 40-hour working week is fulfilled.
Key Responsibilities / Job Duties
Handle inbound calls and respond to customer enquiries in a professional and timely manner
Accurately input customer orders into System
Process Ex Quay PLY orders
Communicate effectively with customers via email (deliveries, backorders, order acknowledgements)
Take ownership of customer queries and ensure resolution from start to finish
Offer alternative products where required to meet customer needs
Release ABR orders in line with operational requirements
Produce accurate and professional customer quotations
Raise collections and credits on internal systems.
Log NCRs (Non-Conformance Reports) on the internal database
Investigate NCRs and support resolution and continuous improvement
Maintain and update housekeeping reports to ensure data accuracy
Respond to PIM queries and support product information accuracy
Manage and organise shared mailbox filing systems
Proactively contact customers to increase order values (MOV) and improve low load volumes
Provide non-timber cover during periods of absence
Support team operations and wider business needs as required
Additional Notes
This role requires a strong focus on delivering an excellent customer experience at all times
Accuracy, organisation, and attention to detail are essential
The ability to manage multiple priorities and work efficiently under pressure is key
A proactive and solution-focused approach is encouraged
Flexibility is required to support different areas of the business when needed
Training will be provided on internal systems and processes when needed
