Retail Order Services Representative (9-Month Contract)

Eminence Organic Skin Care•Vancouver, BC

11d•Hybrid

About The Position

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. This position is a 9-month contract and is classified as Hybrid, requiring onsite presence 1-3 days per week.

Requirements

Customer service in an E-commerce (B2C) environment – minimum 1 year
Problem resolution experience – minimum 1 year
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

Nice To Haves

SAGE ERP (Accpac) experience
Product returns experience
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

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 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