Job Description

The Opportunity:

The Customer Service Specialist will work directly with Norwood\xe2\x80\x99s North American customers online, by phone and in person with the aim of providing premium-quality service to customers.

Requirements

Your Top Priorities:

• Adhere to the Norwood Values.
• Become an expert in Norwood\xe2\x80\x99s sawmills and attachments and share these insights with our customers. Learn all operational and technical aspects of Norwood equipment and competing equipment.
• Engage, and build a rapport, with new and existing customers (by phone, email and in person).
• Interact with new and existing customers, fellow Norwood team members and suppliers in a positive, constructive, courteous, timely and professional manner.
• Handle large volume of incoming calls and emails from existing customers, as well as proactive outreach to customers in need.
• Diligently work with tools and processes within the CRM and other software systems as directed by the Company.
• Engage in process-driven communications and follow up, up-sell products and accessories over the phone.
• Strive to meet or exceed Key Performance Indicators related to customer service
• Process parts orders including liaise with order execution teams (i.e. shipping) and liaise with accounting department.
• Consult with owners to evaluate their sawmilling needs, current and potentially future.
• Educate existing customers about features and benefits of Norwood equipment.
• Assist new and existing customers with customer service-type inquiries related to shipping, packaging and sawmill operation and service.
• Provide technical support and assistance to existing customers by phone and email, and process, when applicable, warranty claims.
• Ensure all customers receive prompt, useful information through professional communication and follow-ups.
• Prioritize customer satisfaction and revenue growth.
• Be an example of excellence in all respects including values, product knowledge, sawmill operations and functions, professional standards of communication, respect for adherence to internal systems and processes, work-ethic, etc\xe2\x80\xa6
• Attend, and participate at, periodic tradeshows and fairs as requested (necessitating occasional weekend work and extended workdays).
• Be committed to continuous learning by, independently and enthusiastically, reading, watching videos and actual, hands-on, operation of the equipment.
• Share with the team responsibility to provide seamless service to customers by working a few mid-year statutory holidays (day in lieu given).
• Be committed to continuous learning by, independently and enthusiastically, reading, watching videos and actually, hands-on, operating the equipment.
• Other duties that may be assigned as required.

Get to know Norwood:

Find a career you love in a dynamic, fulfilling, and supportive environment that offers incredible opportunities for personal and career growth.

Norwood Industries Inc. is an outdoor equipment lifestyle brand company and leading designer and manufacturer of portable sawmills sold throughout North America and in over 100 countries worldwide. Our mission is to empower resourceful people everywhere to build their best futures through wood and their natural environment.

We have been growing exponentially fast for many years. As we do so, we are welcoming on board talented, passionate and driven team members who are excited to be part of this remarkable journey. We are at an incredible time in our evolution, and this is just the beginning as we create our future \xe2\x80\x93 just like our customers are creating theirs when they use a Norwood or Frontier sawmill to bring their dreams to life. Make your mark with Norwood Sawmills.

For more information, visit .

Benefits

What\xe2\x80\x99s in it for YOU:

• Competitive compensation package \xe2\x80\x93 Certified Living Wage Employer (Champion)
• 3 weeks of Paid Time Off (PTO) for full-time team members
• Comprehensive health and dental benefits plan \xe2\x80\x93 including a commitment to mental wellness and a flexible Health Care Spending Account
• Life insurance and disability coverage
• Employee and Family Assistance Program (EFAP)
• Employee Excellence Program \xe2\x80\x93 recognition & rewards
• Employee merchandise store
• Employee referral program
• Social committee events
• Perkopolis membership

We thank you for your interest in our position! Only those applicants who are selected for interviews will be contacted.

At Norwood we are dedicated to fostering a diverse, inclusive, and authentic workplace which empowers resourceful people to build their best future. No matter who you are, where you are from, who you love, your faith, ability, ethnicity, or the gender you identify with (if you\xe2\x80\x99re comfortable, let us know your pronouns), you are welcome at Norwood. If you have any requests or requirements to support you throughout any part of the recruitment process, please let our Human Resources team know.

If you\xe2\x80\x99re excited about this role but your past experience doesn\xe2\x80\x99t align perfectly with every qualification in the job description, we encourage you to apply anyways. If you are passionate, collaborative, and resourceful, you may be just the right candidate for this or other roles.

Norwood is proud to be a Certified Living Wage Employer (Champion) and Health & Safety Excellence Program member.

Northwood