Client Service Consultant

DesignByThem Pty Ltd.; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

DesignByThem Pty Ltd. seeks a Client Service Consultant to deliver an exceptional end-to-end client experience. You will be the key post-sale contact, coordinating with Sales, Operations, Production and Finance to ensure projects are delivered on time and to client specifications.

You will handle orders, invoicing, warranties, and post-delivery documentation while maintaining client portals and driving continuous improvements in service delivery.

Qualifications

• Proven experience in client service, customer experience or sales support.
• Experience owning post-sale client experience and managing multiple relationships.
• Excellent written and verbal communication, professional phone/email manners.
• Strong organisational and administrative skills with attention to detail.
• Experience using a CRM, ERP project management or quoting system.
• Commercially minded, able to review quotes, purchase orders and invoices.
• Proactive problem solver, with warranty and service resolutions.
• Experience supporting client or project pipelines with timelines and delivery.
• Analytical and improvement-focused mindset for client experiences.
• Calm and professional under pressure while representing the brand.
• Must tell one good joke a week via memes, gifs or interpretive dance.

Responsibilities

• Serve as the primary post-sale client contact and ensure a smooth experience.
• Proactively communicate milestones, timelines and updates to clients.
• Build long-term client relationships through clear communication and attention to detail.
• Handle client queries about orders, deliveries, invoicing, and warranties.
• Send post-delivery documentation and follow up with satisfaction surveys.
• Maintain customer portals and automations with the CX Manager.
• Assist handover from sale to delivery with clear documentation.
• Cross-check quotes, floor plans, PO, invoices for complex projects.
• Ensure client payments are received, allocated, and tracked in ERP.
• Coordinate with Sales, Operations, Production and Finance to meet deadlines.
• Track costs for order issues to ensure accurate P&L reporting.
• Provide reporting on delivery, client satisfaction (NPS) and service performance.

Skills

Client service

Customer experience

Sales support

Communication

Organisational

CRM

ERP

Quoting system

Problem solving

Pipelines delivery

Brand representation

Tools

ClickUp

Google Workspace

Microsoft 365

Power BI

Shopify

Microsoft Business Central

3CX

Job description

We produce original Australian-designed furniture and accessories for interior designers, architects, and consumers worldwide. Our mission is to build a global brand that showcases the best of Australian design, empowering designers to do what they love while delivering world-class, accessible design.

ABOUT THE ROLE

The Client Service Consultant is responsible for delivering an exceptional end to end customer experience for our clients. Acting as the key point of contact for clients once a sale is confirmed, the CSC ensures projects are delivered accurately, on time and in line with client expectations. This role sits within the Sales Team, and works closely with Operations, Production, Design and Finance teams to provide a seamless client experience and feedback to constantly improve the business.

KEY RESPONSIBILITIES

Client Experience and Relationship Management

Serve as the primary point of contact for clients post-sale, ensuring a smooth and professional experience throughout the lifecycle of their order or project.

Proactively communicate project milestones, timelines, and updates, managing client expectations and resolving issues promptly.

Build strong, long term working relationships with clients through clear communication, responsiveness, and attention to detail.

Handle client queries related to orders, deliveries, invoicing, and warranties, escalating complex matters when required.

Send post-delivery documentation (warranty, care and maintenance information) and follow up with customer satisfaction surveys.

Maintain and update customer portals and automations. Working with the Customer Experience Manager to consistently improve operations and client self service tools

Sales Support and Commercial Accuracy

Partner closely with the Sales team to support seamless handover from sale to delivery, ensuring all project details are clearly documented and understood.

For complex or high risk / complexity projects work with the teams to cross-check quotes, floor plans, purchase orders, invoices, and project documentation to ensure accuracy and alignment with client agreements.

Ensure client payments are received, allocated, and tracked correctly in the ERP / project management system in line with agreed terms.

Project and Order Coordination

Coordinate with internal stakeholders across Sales, Operations, Production, and Finance to ensure projects progress smoothly and deadlines are met.

Maintain and update project management and ERP systems with accurate, timely information to support efficient execution.

Collect and collate delivery requirements for the operations team.

Issue Resolution and Service Standards

Manage and resolve product faults, returns, and warranty issues in collaboration with the Product & Operations team.

Track costs for any order related issues and product faults in order to ensure COGS flow through to the P&L profit and loss by ensuring documentation and system data is correct and up to date.

Identify recurring issues or inefficiencies in the client journey and provide insights and recommendations to Sales, Operations and Design teams.

Provide reporting on project delivery, client satisfaction (NPS), and service performance, highlighting opportunities for improvement.

KEY REQUIREMENTS

Proven experience in a client service, customer experience, or sales support role within a fast-paced environment. Industry experience in Architecture, Design or Construction will be highly regarded.

Experience owning the post-sale client experience, with the ability to manage multiple client relationships and projects concurrently.

Excellent written and verbal communication skills, with a professional phone and email manner.

Strong organisational and administration skills with exceptional attention to detail.

Experience using a CRM, ERP project management, or quoting system to manage client data, orders, and workflows.

Commercially minded, with the ability to review and cross-check quotes, purchase orders, invoices, and project documentation.

Proactive problem solver, with confidence managing client issues, warranties, and service resolutions, escalating where required.

Experience supporting a client or project pipeline, including timelines, milestones, and delivery coordination.

Analytical and improvement-focused mindset, with the ability to identify inefficiencies and opportunities to contribute to better client experiences.

Ability to remain composed and calm when working through difficult situations or confrontation.

Positive, down-to-earth, and professional, with pride in representing the brand and delivering high-quality service.

Must be able to tell one good joke a week through either memes, gifs or interpretive dance.

OUR SYSTEMS

We use a modern tech stack to stay agile and efficient. To be successful in this role, we’d love for you to have direct experience or meaningful exposure to the following tools:

• ClickUp
• Google Workspace
• Microsoft 365
• Power BI
• Shopify
• Microsoft Business Central
• 3CX