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