Job Description
Headquartered in North York, ON, with employees in Canada, the US, China and India, NewAge is an industry- leading manufacturer and distributor of premium home improvement solutions.
Our products are sold through major online retailers such as Lowes, The Home Depot, Costco, Amazon, and Wayfair as well as our own e-commerce site. But what makes us unique is that we provide a truly cohesive customer experience, from free expert assistance designing and planning new spaces to delivery and professional installation.
Our collaborative, inclusive team atmosphere nurtures personal growth, career advancement and job satisfaction, as evidenced by our certification as a Great Place to Work in Canada.
With tremendous pride, we continue to receive a growing number of industry accolades including over 75 unique product patents, awards for our team of expert designers, prominent ranking on the Profit 500 list of Canada’s fastest growing companies, and the naming of our founders to the Top 40 under 40 in Canada by BNN Bloomberg.
We are also proud to be the official jersey emblem partner of the New Orleans Pelicans and have forged strategic partnerships with USA Hockey and Habitat for Humanity. These partnerships reflect our passion for teamwork, excellence, and community involvement.
As our journey to becoming the preferred choice for premium home improvement solutions continues, we’re adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference.
The Post-Sale Concierge will be responsible for delivering exceptional customer experience that is elevated and personalized for our most valuable clients. This role requires a high level of professionalism, requires excellent communication skills, and the ability to understand, anticipate and problem solve for our VIPs. This role works closely with various internal departments, partner carriers, and warehouses to ensure that VIP clients receive best-in-class service. This position requires a proactive approach, attention to detail, and the ability to work under pressure. The successful candidate will have a strong background in customer service and/or account management and will be able to demonstrate a track record of success in managing high-profile clients or accounts. The Post-Sale Concierge will also be responsible for providing personalized service to meet their unique needs, ensuring VIP clients receive top-notch support and assistance via call and email.
RESPONSIBILITIES:
Developing & maintaining strong personalized relationships with VIP clients, providing timely and courteous customer support throughout their entire customer journey, ensuring that the NewAge Products brand is represented well
Delivering exceptional service and ensuring customer satisfaction with each interaction
Swiftly resolving any issues or concerns raised by VIP clients
Assisting VIP clients with inquiries, resolving issues, and providing product or service information
Collaborating with team members and other departments to resolve complex customer issues & to ensure exceptional service for VIP clients
Working closely with cross-functional teams, carriers, and warehouses to streamline and coordinate design, installation, and delivery services
Maintaining a high level of process and product knowledge to effectively assist clients
Troubleshooting technical problems and escalating issues to the appropriate teams when necessary
Documenting customer interactions and ensuring accurate and thorough case records
Handling confidential information with discretion and professionalism
Ensuring compliance with company policies and procedures
Tracking of VIP customer feedback to identify areas for improvement, share findings with management to implement improvements, increase VIP customer satisfaction and loyalty
Developing strong sustainable relationships throughout the organization
QUALIFICATIONS:
Post-secondary education in eCommerce, Business, Sales, or other related field of study
Exceptional communication skills (written and spoken) are mandatory
Strong problem-solving abilities and a patient, empathetic and customer-centric approach to customer interactions
Flexibility to work on select public holidays and occasional weekends, as business needs arise
Strong problem-solving abilities and a patient and empathetic approach to customer interactions
Ability to adapt to evolving technologies and learn new software quickly
Detail-oriented with strong organizational skills
Basic computer skills for data entry and using customer support software
Minimum 2 years’ experience handling customer support communications
Minimum 2 years’ experience collaborating on cross-functional projects related to Customer Experience or similar area of the business
Proven proactive, results-oriented leader with exceptional motivational, negotiation, and influencing skills; approachable, compassionate, and genuine
Proven analytical, planning, organizing, delegating, communication, and presentation skills
Proficient with various platforms for managing an eCommerce business; Microsoft Office (Word, PowerPoint, Excel, Outlook), SmartSheet, Salesforce, Shopify, SAP, Tableau, and/or other related tools and programs
Ability to effectively manage multiple priorities and demands in a fast paced, time-sensitive environment; thrives in an environment of change and ambiguity
NEWAGE OFFERS:
Salary and bonus is based on experience and highly competitive for the right candidate
This is an existing vacancy and the base salary range for this position, is estimated to be $50,200 to $60,000 annually (CAD) at the time of the posting.
Benefits package
An opportunity within a growing, fast-paced company, well established in its industry
Fun! We celebrate successes and hold special events to build strong teams.
Our teams work under a remote-first Hybrid model, with the ease of having our North York office accessible for collaboration and/or quiet workspace.
HOW TO APPLY:
If you’re intrigued by job profile described above, we invite you to apply with your resume and cover letter illustrating how you would be an ideal fit with our team. We thank all interested candidates for applying and will contact those who qualify for an interview. No phone calls please. Offers of employment are contingent on the successful completion of a thorough background check.
NewAge Products is an equal opportunity employer, committed to inclusion and diversity. We provide employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require any accommodation.
USE OF AI IN HIRING:
AI enabled tools may be used to support parts of the recruitment process. All hiring decision are made by human reviewers.
Our products are sold through major online retailers such as Lowes, The Home Depot, Costco, Amazon, and Wayfair as well as our own e-commerce site. But what makes us unique is that we provide a truly cohesive customer experience, from free expert assistance designing and planning new spaces to delivery and professional installation.
Our collaborative, inclusive team atmosphere nurtures personal growth, career advancement and job satisfaction, as evidenced by our certification as a Great Place to Work in Canada.
With tremendous pride, we continue to receive a growing number of industry accolades including over 75 unique product patents, awards for our team of expert designers, prominent ranking on the Profit 500 list of Canada’s fastest growing companies, and the naming of our founders to the Top 40 under 40 in Canada by BNN Bloomberg.
We are also proud to be the official jersey emblem partner of the New Orleans Pelicans and have forged strategic partnerships with USA Hockey and Habitat for Humanity. These partnerships reflect our passion for teamwork, excellence, and community involvement.
As our journey to becoming the preferred choice for premium home improvement solutions continues, we’re adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference.
The Post-Sale Concierge will be responsible for delivering exceptional customer experience that is elevated and personalized for our most valuable clients. This role requires a high level of professionalism, requires excellent communication skills, and the ability to understand, anticipate and problem solve for our VIPs. This role works closely with various internal departments, partner carriers, and warehouses to ensure that VIP clients receive best-in-class service. This position requires a proactive approach, attention to detail, and the ability to work under pressure. The successful candidate will have a strong background in customer service and/or account management and will be able to demonstrate a track record of success in managing high-profile clients or accounts. The Post-Sale Concierge will also be responsible for providing personalized service to meet their unique needs, ensuring VIP clients receive top-notch support and assistance via call and email.
RESPONSIBILITIES:
Developing & maintaining strong personalized relationships with VIP clients, providing timely and courteous customer support throughout their entire customer journey, ensuring that the NewAge Products brand is represented well
Delivering exceptional service and ensuring customer satisfaction with each interaction
Swiftly resolving any issues or concerns raised by VIP clients
Assisting VIP clients with inquiries, resolving issues, and providing product or service information
Collaborating with team members and other departments to resolve complex customer issues & to ensure exceptional service for VIP clients
Working closely with cross-functional teams, carriers, and warehouses to streamline and coordinate design, installation, and delivery services
Maintaining a high level of process and product knowledge to effectively assist clients
Troubleshooting technical problems and escalating issues to the appropriate teams when necessary
Documenting customer interactions and ensuring accurate and thorough case records
Handling confidential information with discretion and professionalism
Ensuring compliance with company policies and procedures
Tracking of VIP customer feedback to identify areas for improvement, share findings with management to implement improvements, increase VIP customer satisfaction and loyalty
Developing strong sustainable relationships throughout the organization
QUALIFICATIONS:
Post-secondary education in eCommerce, Business, Sales, or other related field of study
Exceptional communication skills (written and spoken) are mandatory
Strong problem-solving abilities and a patient, empathetic and customer-centric approach to customer interactions
Flexibility to work on select public holidays and occasional weekends, as business needs arise
Strong problem-solving abilities and a patient and empathetic approach to customer interactions
Ability to adapt to evolving technologies and learn new software quickly
Detail-oriented with strong organizational skills
Basic computer skills for data entry and using customer support software
Minimum 2 years’ experience handling customer support communications
Minimum 2 years’ experience collaborating on cross-functional projects related to Customer Experience or similar area of the business
Proven proactive, results-oriented leader with exceptional motivational, negotiation, and influencing skills; approachable, compassionate, and genuine
Proven analytical, planning, organizing, delegating, communication, and presentation skills
Proficient with various platforms for managing an eCommerce business; Microsoft Office (Word, PowerPoint, Excel, Outlook), SmartSheet, Salesforce, Shopify, SAP, Tableau, and/or other related tools and programs
Ability to effectively manage multiple priorities and demands in a fast paced, time-sensitive environment; thrives in an environment of change and ambiguity
NEWAGE OFFERS:
Salary and bonus is based on experience and highly competitive for the right candidate
This is an existing vacancy and the base salary range for this position, is estimated to be $50,200 to $60,000 annually (CAD) at the time of the posting.
Benefits package
An opportunity within a growing, fast-paced company, well established in its industry
Fun! We celebrate successes and hold special events to build strong teams.
Our teams work under a remote-first Hybrid model, with the ease of having our North York office accessible for collaboration and/or quiet workspace.
HOW TO APPLY:
If you’re intrigued by job profile described above, we invite you to apply with your resume and cover letter illustrating how you would be an ideal fit with our team. We thank all interested candidates for applying and will contact those who qualify for an interview. No phone calls please. Offers of employment are contingent on the successful completion of a thorough background check.
NewAge Products is an equal opportunity employer, committed to inclusion and diversity. We provide employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require any accommodation.
USE OF AI IN HIRING:
AI enabled tools may be used to support parts of the recruitment process. All hiring decision are made by human reviewers.
💡 Quick Summary
Seeking a career-building opportunity? The Post-Sale Concierge position is now open for candidates interested in the Remote Jobs sector. This role in Abbotsford offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Remote Jobs is a plus.
