SalonCentric Canada - Customer Service & Returns Specialist

SalonCentric; Surrey; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading beauty product distributor is seeking a Customer Service & Returns Specialist in Surrey, Canada. This role involves being the primary contact for customers, handling inquiries, and processing orders and returns. Candidates should excel in communication and thrive in a fast-paced environment, committed to enhancing customer loyalty and satisfaction.

Qualifications

• Passionate about helping others.
• Thrive in a fast-paced environment.
• Ability to engage professionally with clients.

Responsibilities

• Provide exceptional support across various channels.
• Process customer orders with SAGE software.
• Resolve customer inquiries related to products and returns.

Skills

Excellent communication skills

Customer-focused

Ability to resolve issues

Proficiency in SAGE software

Job description

Customer Service & Returns Specialist

Salon Centric is the premier national distributor of salon professional products in the U.S. Created by L'Oréal USA in 2008 with 585 SalonCentric stores and 260 StateǀRDA stores in the US. Today, SalonCentric is expanding in Canada, with its first presence and footprint in Ontario (2023), British Columbia (2024) and expansion into Quebec (2025).

Our vision is to inspire the Beauty Community to make the world a more colorful place. We are committed to developing an atmosphere where every member of our Beauty Community feels included, valued, and empowered, and where we can all share, learn, grow, and thrive. We do this by supporting social, environmental, and economic causes that support the entire professional beauty industry and our Beauty Community.

We are seeking a highly motivated and customer‑focused individual to join our dynamic Customer Experience team as a Customer Service & Returns Specialist. In this pivotal role, you will be the primary point of contact for our valued customers, providing exceptional support across various channels (phone/email) and guiding them through inquiries, product information, order assistance, and our returns process. Your dedication to resolving issues efficiently and ensuring a positive customer journey will be instrumental in fostering brand loyalty and satisfaction. If you are passionate about helping others, possess excellent communication skills, and thrive in a fast‑paced environment.

Customer Service

• Processing customer orders with SAGE software
• Answering inbound calls in a professional, clear, and courteous manner
• Resolving customer enquiries relating to products, tracking shipments, pricing, promotional offers, returns etc.
• Engage with clients in a friendly and professional manner to resolve issues.
• Assisting sales representatives in providing maximum service to all customers
• Returns Processing:
  • Initiate and process product pick‑ups from customers, ensuring all necessary documentation is completed accurately.
  • Process various types of credits, including those for replacements, damaged goods, shipping errors, courier errors, sales representative returns, customer service issues, and customer errors, in strict adherence to the company's return policy.
  • Thoroughly verify all products being returned against customer records and purchase history.
  • Assess