Retail Order Services Representative

Position: Retail Order Services Representative (12-Month Contract)
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 1-3 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 provlem

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

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 and 1:1 meetings with your leader