Retail Order Services Representative (8-Month Contract)
Retail Order Services Representative (8-Month Contract)
Posted on :
15-05-2025
Employer Active
1 Vacancy
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Job Description
Location: 530 West Broadway Vancouver BC Canada
Core hours: Monday to Friday from 8am 4:30pm PST
We value collaboration both inperson and remotely. This position is classified as Remote under our Hybrid Work Program Policy where this position will work primarily from a home office with occasional inperson attendance.
Role Summary
As a Retail Order Services Representative you will provide worldclass Customer service via phone live chat and email to all of Eminences Retail Customers. You will be responsible for responding to all Retail Customers inquiries assisting Retail Customers with the navigation of the Eminence website processing Retail Customer orders and returns and processing payments as needed. In this role you will report to the Retail Order Services Supervisor.
Responsibilities
Qualifications
The Application
Please submit a resume with a cover letter.
Closing date for applications: Wednesday May 21st 2025 at 9pm PST.
Our Company
Eminence Organic Skin Care provides premium products and unparalleled service to leading salons spas beauty professionals and retail customers. For more than 10 years in a row skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Lineandtheir favorite company for Product Education. As a Certified B Corporation we are looking for Teammembers who seek to positively impact lives within our communities give back through philanthropic endeavours and make choices to exemplify sustainability and be stewards of the environment.
Eminence Organic Skin Care is proud to be an equal opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity.
#EminenceCareers
Core hours: Monday to Friday from 8am 4:30pm PST
We value collaboration both inperson and remotely. This position is classified as Remote under our Hybrid Work Program Policy where this position will work primarily from a home office with occasional inperson attendance.
Role Summary
As a Retail Order Services Representative you will provide worldclass Customer service via phone live chat and email to all of Eminences Retail Customers. You will be responsible for responding to all Retail Customers inquiries assisting Retail Customers with the navigation of the Eminence website processing Retail Customer orders and returns and processing payments as needed. In this role you will report to the Retail Order Services Supervisor.
Responsibilities
- Provide extraordinary Customer service during all interactions with Retail Customers through email phone and live website chat communications
- Maintain a high level of knowledge of Eminences products and services to ensure all Retail Customers are provided with accurate information
- Provide empathy and support when resolving Retail Customer concerns by:
- Listening carefully to each Retail Customers needs
- Determining the cause of the problem
- Selecting and explaining the best solution to solve the problem
- Expediting corrections or adjustments
- Followingup to ensure resolution
- Lead investigations and responses to Retail Customers related to order statuses and shipping timelines
- Process all Retail Customer orders within the assigned SLA (Service Level Agreement)
- Verify that orders include accurate shipping addresses and sales tax (based on shipping destination)
- Print invoices to either the Canadian or US Warehouse (Distribution Centre) depending on the Retail Customers shipping address
- Process Retail Customer returns in RMA (Return Merchandise Authorization) software
- Monitor multiple email inboxes during office hours and and periodically monitor multiple email inboxes on weekends and evenings for any website issues or extremely urgent Customer issues (on a rotating schedule with the other two Teammembers of the Retail Order Services Team)
- Provide feedback and ideas to enhance the usability of the website and Retail Customer shopping experience
Qualifications
- Customer service in an Ecommerce (B2C) environment minimum 1 year
- Problem resolution experience minimum 1 year
- SAGE ERP (Accpac) experience preferred
- Product returns experience preferred
- Moderate knowledge of accounting procedures an asset
- Customer Relationship Management (CRM) software experience an asset
- Background in the Esthetics or Health & Beauty industry an asset
- Excellent verbal written communication and interpersonal skills
- Effective computer and typing skills including MS Office (especially MS Word Excel Outlook)
- Superior organization attention to detail conflict resolution and time management skills
The Application
Please submit a resume with a cover letter.
Closing date for applications: Wednesday May 21st 2025 at 9pm PST.
Our Company
Eminence Organic Skin Care provides premium products and unparalleled service to leading salons spas beauty professionals and retail customers. For more than 10 years in a row skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Lineandtheir favorite company for Product Education. As a Certified B Corporation we are looking for Teammembers who seek to positively impact lives within our communities give back through philanthropic endeavours and make choices to exemplify sustainability and be stewards of the environment.
Eminence Organic Skin Care is proud to be an equal opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity.
#EminenceCareers
Required Experience:
Senior IC
Employment Type
Contract
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