Jewson
Customer Experience Consultant
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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
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Additional Notes
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- 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
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