Post-Sale Concierge

NewAge Products Inc

5d • Hybrid

About The Position

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.

Requirements

• 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

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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed