Online Customer Feedback Specialist

at  NewAge Products Inc

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.
As our journey to becoming the preferred choice for premium home improvement solutions continues, we are adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference.
NewAge is looking for an Online Customer Feedback Specialist who will be responsible for monitoring feedback shared by customers in affiliated and non-affiliated online spaces, including but not limited to, ecommerce websites where our products are sold, online review websites, social media platforms, etc. and to engage with those customers to create a positive brand experience. This person will gather and analyze customer feedback, resolve outstanding concerns, collate data on trends / patterns affecting the customer experience, and work with cross-functional teams throughout the organization to address issues for specific cases, and to implement improvements to common challenges. This role will also involve spending time developing and maintaining a comprehensive suite of reports, sharing insights, and determining actionable improvements to meet overall business objectives. In addition, this role requires agility and flexibility to react quickly as direction or requirements change and to ensure continuity and thoroughness in activities in the event of a shift in direction.

REQUIREMENTS:

• Post-secondary education in eCommerce, Business, Sales, or other related field of study
• Minimum 5 years’ experience handling customer support communications in a Contact Centre environment
• Minimum 2 years’ experience collaborating on cross-functional projects related to Customer Experience or similar area of the business
• Exceptional communication skills (written and spoken) are mandatory
• Experience driving voice of customer improvements preferably within home improvement, luxury goods, or other related industry
• Experience managing end-to-end ecom contact centre operations including work force management, training, quality assurance, 3rd party tool integrations, SOP development, EDI transmissions, API feeds, platform enhancements, order management, fraud management, ratings & reviews management, reporting etc. is highly desired
• Proven proactive, results-oriented leader with exceptional motivational, negotiation, and influencing skills; approachable, compassionate, and genuine
• Ability to build, maintain, and sustain strong relationships; attract, recruit, train, develop and retain talent as required
• 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, Salsify, Syndigo, Shopify, SAP, Tableau, BazaarVoice, 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

• Develop standardized set of data across all cross-functional areas to enable complete, deep, meaningful view of customer feedback.
• Subject matter expert for online customer engagement, providing expert, expeditious handling of VIP escalated cases, and ensuring that the NewAge Products brand is represented well.
• Partner with cross-functional teams to create a suite of reports, dashboards, and Key Performance Indicators (KPIs); drive and support teams to ensure routine tasks and projects are delivered and objectives are achieved.
• Plan a roadmap of projects to generate more feedback, increase customer satisfaction, action recurring issues with cross-functional teams, and support additional short- and long-term business objectives
• Partner with third parties to leverage additional tools and reports to gain additional insight into our customer feedback; actively monitor customer feedback in new channels and develop communication strategy as required.
• Monitor new & emerging trends in the online space; determine which ones to integrate into NewAge practices.
• Regularly review surveys/questionnaires and update as business needs change
• Develop strong sustainable relationships throughout the organization
• Demonstrate strategic agility based on the changing needs of the business