Job Description

Location: 530 West Broadway, Vancouver BC, Canada

Core hours: Monday to Friday from 8am – 4:30pm PST

We value collaboration, both in-person 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 in-person attendance.

Role Summary

As a Retail Order Services Representative, you will provide world-class Customer service via phone, live chat, and email to all of Eminence’s Retail Customers. 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 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 Eminence’s products and services to ensure all Retail Customers are provided with accurate information
• Provide empathy and support when resolving Retail Customer
• 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 Customer’s 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 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, 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.

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