Role Summary

As the Retail Order Services Representative, you will provide world-class Customer service via phone and email to Retail Customers purchasing directly from the eminenceorganics.com website. You will be responsible for responding to all Retail Customer's inquiries, assisting Retail Customers with the navigation of the Eminence website, processing Retail Customer orders and returns, and payments as needed. You will report directly to the Retail Order Services Team Lead.

Responsibilities

• Provide extraordinary Customer service during all interactions with Retail Customers through email and phone communications
• Maintain a high level of knowledge of Eminence's 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 Customer’s needs
  • Determining the cause of the problem
  • Selecting and explaining the best solution to solve the problem
  • Expediting corrections or adjustments
  • Following-up to ensure resolution
• Lead investigations and responses to Retail Customers related to order statuses, refunds, and shipping timelines

• Process all Retail Customer orders and returns 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 Customer’s shipping address

• Process Retail Customer returns in RMA (Return Merchandise Authorization) software and logs of return information in CRM (Customer Relationship Management) software

• Monitor multiple email inboxes during office hours 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 Team-members 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 E-commerce (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, and time management skills

Total Rewards

• Competitive salary, quarterly and annual bonuses based on individual and company goals
• 100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts

• Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

The Application

Please submit a resume.

Applications are currently being reviewed. Immediate submissions are still welcomed.

Our Company

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For more than 14 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Line and their favorite company for Product Education. As a Certified B Corporation®, we are looking for Team-members 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

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