Resolutions Specialist

5 months ago

Toronto, Canada NewAge Products Inc Full time

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 and our 4.4 out of 5 rating on Glassdoor.

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.

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.

NewAge Products is looking for a passionate, talented and customer-focused full-time Resolutions Specialist to join our team.

**Position Responsibilities**:

- Investigating order concerns and finding solutions that balance the needs of the business and the customer. Updating information and basic reports in Excel and Smartsheet
- Maintain an escalation log
- Ensure any VIP escalations are reported to Sr Advisor or manager
- Assist escalated customers with their inquiries - Processing replacement orders and exceptions into SAP.
- Using discretionary judgment regarding customer orders and concerns.
- Ensuring that the appropriate feedback is reaching the applicable department or stakeholder.
- Meeting metrics such as average handle time, productivity and quality.
- Maintaining a positive brand image for NewAge Products while interacting with customers and retailers.

**Experience & Education**:

- Must have at least 2 years of customer service experience in a Call Centre environment
- Ability to manage a database of customer inquiries
- Strong customer service skills, business acumen, and positive demeanour
- Strong initiative and ability to work independently
- Excellent time management and organization skills
- Ability to negotiate and display confidence
- Ability to handle escalated customer concerns while remaining calm and professional
- Working knowledge of Microsoft Office (Outlook, Word, and Excel).

**NewAge Offers**:

- 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.

**How to Apply**:
Headquartered in North York, Ontario, with employees in the US, China and India, NewAge is committed to being a **trusted brand** in the home improvement industry by offering unique products, exceptional value and a best-in-class customer experience.

As a company, our core values are to **simplify** the complex, **respect** the dignity of all people, operate with **integrity and openness**, recognize our **responsibility **to the team and take a **customer centric** approach to everything we do.

If you identify with these values, you could be a great fit and valued member of our team

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.

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