Customer Experience Consultant

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