Current Directions Aromatics Inc. (NDA) is a leading wholesale supplier of essential oils, natural raw materials, and specialty packaging. We source directly from ethical producers in all six continents, enabling us to offer the largest selection of pure essential oils at accessible prices. Established in 1998, NDA was created with the goal of making a significant contribution to the Essential Oils market. We have expanded our product line to include cosmetic bases developed in-house, as well as fragrances and botanical extracts. We are a leading supplier of defining ingredients to the North American health and beauty industries.

At the core of our business is a belief in putting the needs of our customers first and working together to ensure we achieve this goal. NDA is looking for people that want to bring best practices to an established business and help us as we transform and grow.

NDA is an inclusive and diverse work environment. We welcome applicants from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation during the recruitment process, please let us know.

Job Summary

We are seeking an enthusiastic candidate to fulfill a Customer Care Specialist role and to take leadership of vital functions such as processing customer orders from the online ordering system, liaising with production and shipping departments, and correspondence with various vendors to investigate customer queries.

Responsibilities

Responding to Inquiries:

- Answering customer inquiries via various channels, such as phone, email and live chat,
- Providing accurate and timely information to address customer questions or concerns.




- Contacting carriers for customers orders
- Initiating claims for lost OR damage shipments
- Processing payments

Problem Resolution:

- Identifying and resolving customer issues or complaints effectively and efficiently.
- Collaborating with other departments or teams to find solutions to more complex problems.

Product or Service Knowledge:

- Maintaining a deep understanding of the company's products or services to provide accurate information and advice.
- Continuously updating knowledge to stay informed about changes or new offerings.

Communication Skills:

- Communicating clearly and professionally with customers, using appropriate tone and language.
- Ensuring that customers understand the information provided and are satisfied with the resolution.

Empathy and Patience:

- Demonstrating empathy towards customers' concerns and showing patience, especially in challenging situations.
- Understanding the customer's perspective and acknowledging their feelings.

Customer Feedback:

- Collecting and documenting customer feedback to help identify areas for improvement.
- Reporting feedback to the relevant departments to enhance products, services, or processes.

Documentation:

- Maintaining accurate records of customer interactions, inquiries, and resolutions.
- Documenting common issues to help create a knowledge base for customer support.

Conflict Resolution:

- Resolving conflicts or disagreements between customers




- Escalating issues to higher management when necessary.

Customer Education:

- Educating customers on how to use products or services effectively.
- Providing information about new features, updates, or promotions.

Adaptability:

- Being adaptable to changes in policies, procedures, or products, and updating customers accordingly.
- Compliance with the Company's Integrated Management Systems, and QMS.
- Compliance with the Company's Quality, cGMP, Health, Safety, and Environmental requirements.

EXPERIENCE, EDUCATION & REQUIRED CERTIFICATIONS, LICENSES, OR DESIGNATIONS:

- College diploma in Business Administration or Communications preferred.
- 2–5 years customer service experience or sales
- Ability to communicate well with others.
- Ability to take directions and follow instructions.
- Work with fast-paced environment.
- Tight deadlines, especially during busy season.
- Able to handle repetitive tasks.
- Attention to detail.

New Directions Aromatics Inc. (NDA) is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates.

NDA provides employment with accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs.

Salary: The salary range for this role is $39,000 to $45,000. The successful candidate will be offered a salary commensurate with relevant experience within this salary range.

Vacancy Status: This posting is for a 9-month contract position.

Artificial intelligence (AI) is not currently used to screen, assess, or select applicants at any stage of the hiring process.

Pay: $39,000.00-$45,000.00 per year

Work Location: In person

📌 Customer Care Specialist (Mississauga)
🏢 New Directions Aromatics
📍 Mississauga