Job Title

Location: 530 West Broadway, Vancouver BC, CanadaCore hours: Monday to Friday from 8am 4:30pm PSTWe 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 SummaryAs a Retail Order Services Representative, you will provide world-class Customer service via phone, live chat, and email to all of Eminences 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.ResponsibilitiesProvide extraordinary Customer service during all interactions with Retail Customers through email, phone, and live website chat communicationsMaintain a high level of knowledge of Eminences products and services to ensure all Retail Customers are provided with accurate informationProvide empathy and support when resolving Retail CustomerLead investigations and responses to Retail Customers related to order statuses and shipping timelinesProcess 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 Customers shipping addressProcess Retail Customer returns in RMA (Return Merchandise Authorization) softwareMonitor 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 experienceQualificationsCustomer service in an E-commerce (B2C) environment minimum 1 yearProblem resolution experience minimum 1 yearSAGE ERP (Accpac) experience preferredProduct returns experience preferredModerate knowledge of accounting procedures an assetCustomer Relationship Management (CRM) software experience an assetBackground in the Esthetics or Health & Beauty industry an assetExcellent verbal, written communication, and interpersonal skillsEffective computer and typing skills, including MS Office (especially MS Word, Excel, Outlook)Superior organization, attention to detail, conflict resolution and time management skillsThe Application Please submit a resume with a cover letter.Closing date for applications: Wednesday, May 21st, 2025 at 9pm PST.