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

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