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Retail Order Services Representative

4 months ago

Vancouver, Canada Eminence Organic Skin Care Full time

**Role Summary**

**Responsibilities**
- 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
- 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 with a cover letter.

**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 favourite 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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