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Retail Order Services Representative

Eminence Organic Skin Care

This is a Contract position in Vaughan, ON posted January 17, 2023.

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 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, and beauty professionals.

For more than 10 years in a row, skin care professionals have voted Eminence Organic Skin Care their Favorite Skin Care Line and their favorite company for Product Education.

As a Certified B Corporation®, Eminence Organics continues to meet the highest standards of social and environmental performance, accountability, and transparency for employees, customers, and the community.

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.

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