Post-Sale Concierge

Headquartered in North York, ON, with employees in Canada, the US, China and India, New Age is an industry- leading manufacturer and distributor of premium home improvement solutions.

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.

We are looking for a Post-Sale Concierge to join our Customer Experience Team. 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.

• Developing & maintaining strong personalized relationships with VIP clients, providing timely and courteous customer support throughout their entire customer journey, ensuring that the New Age 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

• 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

• 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.

New Age 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.

AI enabled tools may be used to support parts of the recruitment process. All hiring decision are made by human reviewers.