Post-Sale Concierge

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 delivers a warm, elevated, and highly personalized customer experience for our most valuable clients. This is a direct, one-on-one relationship role — you'll be the primary point of contact guiding VIP clients through their entire post-purchase journey, not a behind-the-scenes account coordinator. The ideal candidate is naturally personable and empathetic, builds genuine rapport quickly, and stays calm and solutions-focused under pressure. This role works closely with internal departments, partner carriers, and warehouses to ensure VIP clients receive best-in-class service. 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: 2+ years in direct, one-on-one customer service — you're the face of the relationship, not a behind-the-scenes coordinator Warm, personable communicator who builds genuine rapport and makes people feel taken care of Calm, patient, and solutions-focused under pressure Strong written and verbal communication skills Detail-oriented and organized; comfortable juggling multiple priorities in a fast-paced environment 2+ years collaborating cross-functionally on Customer Experience or similar projects Post-secondary education in eCommerce, Business, Sales, or related field preferred Comfortable learning new tools; familiarity with CRM/customer support platforms (Salesforce, Shopify, SAP, etc.) is a plus — training provided Flexible to work select holidays/weekends as needed 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.