Retail Order Services Representative (12-Month Contract)

Eminenceorganics; Vancouver; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

Eminence Organic Skin Care is seeking a Retail Order Services Representative in Vancouver, BC, on a 12-month contract. The role involves delivering world-class customer service via phone, live chat, and email to our Retail Customers, guiding website navigation, processing orders and returns, and handling payments as needed.

You will report to the Retail Order Services Supervisor and work in a hybrid setup, onsite 3 days per week, with core hours 8am–4:30pm PST.

Qualifications

• 1 year+ customer service in ecommerce (B2C).
• Strong problem-resolution abilities.
• Experience with CRM software is a plus.
• Proficient with MS Word, Excel, Outlook.

Responsibilities

• Assist Retail Customers via email, phone, and live chat.
• Process orders and returns; verify shipping addresses and tax.
• Print invoices for Canadian/US warehouses based on destination.
• Monitor multiple inboxes; provide timely follow-up and issue resolution.
• Lead investigations on order statuses and shipping timelines.

Skills

Customer service

Communication skills

MS Office

CRM software

Tools

SAGE ERP (Accpac)

CRM software

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 Hybrid under our Hybrid Work Program Policy, where this position is required to be onsite 3 days per week.

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.

Contract Details

• This position is a 12-month contract.

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 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 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

Our Company

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For more than 10 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Lineandtheir 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.