Customer Service Advisor

Dermalogica is seeking a passionate and customer-focused Bilingual Customer Service Advisor who is passionate about delivering exceptional experiences and building meaningful relationships. In this role, you will go beyond traditional customer service by serving as a trusted partner to consumers, skin centers, and internal teams. Through proactive support, solution-oriented thinking, and a commitment to exceeding expectations, you will help bring the Dermalogica experience to life, creating positive interactions that empower our customers and partners to succeed.

GENERAL ROLE & RESPONSIBILITIES:

• Receives and processes orders via phone, chat and email by accounts and in- house departments, including corrections and changes
• Promotes additional customer sales by providing information on new products, reformulated products, and product promotions including freight incentives, discounts, etc.
• Works effectively with all departments, co-workers, customers, and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Prepares product or service reports by collecting and analyzing customer information.
• Innovate and bring forth ideas to the customer service department to continuously improve customer satisfaction and department efficiency
• Vet new leads and manage them according to established criteria, ensuring leads are accurately documented and routed to the appropriate Sales Representative for timely follow-up
• Continually assist Senior Customer Service associate on other projects as requested
• Created Return Merchandise Authorizations (MRAs) when required
• Responds to Account/Consumer/Staff inquiries, including all chat platforms and related emails, within a 24-hour period
• Recommends potential products by collecting customer information and analyzing customer needs
• Maintains accuracy of the orders by confirming the items and quantities that are requested, as well as the total cost of the order

ESSENTIAL SKILLS, KNOWLEDGE AND EXPERIENCE:

• Minimum high school diploma or equivalent, with 1 year customer service experience preferred
• Bilingual in English and French
• Licensed/qualified Skin Therapist preferred, or equivalent professional skincare/customer service experience.
• Demonstrated ability in Microsoft Office, with emphasis on Excel and Word.
• Exceptional communication skills on written & phone
• Ability to multi-task and prioritize
• Good organization skills and ability to prioritize
• Ability to work well in a team environment
• Ability to work in a fast-paced team environment
• High integrity – acts (and ensures others act) in accordance with Company Principles and ethical standards of professional conduct; refuses to violate ethical standards or condone violations by others
• Able to work well in a fast-paced environment
• Strong Customer Service orientation and relationship building
• Strong attention to detail
• Strong conflict resolution and sound problem solving skills
• Experience with CRM platforms such as Gorgias, Sugar and/or Shopify is an asset
• Strong knowledge of skincare, skin treatments, and client consultation is an asset

WORKING CONDITIONS:

Hybrid work schedule that allows employees to work in the office 60% of the time, with flexibility to work from home 40% of the work week. Office located downtown Toronto.

Why Join Us?

• Monthly product allocation
• RRSP matching
• Comprehensive health, vision, and dental coverage
• Maternity/paternity top-up & fertility benefit
• Paid time off and personal days
• Fitness subsidy
• Mental health support tools

At Dermalogica, we champion the success of skincare professionals through innovation, education, and a commitment to excellence. Join us and be part of a mission-driven brand that puts people first.

Our commitment to you:

Dermalogica is committed to diversity and inclusion to enhance our business outcomes and create a brighter future for our diverse employees, global consumers, partners, and communities.

We welcome applications from visible minorities, individuals with disabilities, and members of the LGBTQ2+ community and encourage applicants to self-identify.

All Canadians have the right to equality in the workplace.

who we are:

Dermalogica continues to dominate the professional skin care industry with distribution in over90 countries. Known worldwide as the premiere Skin Therapist's choice