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 2-3 days per week.

Role Summary
As the Order Services Representative, you will deliver world-class customer service, focusing on the management of Spa Partner orders, documents (including receiving and screening of the documents) and new account setup. You will be the primary contact for all Spa Partner returns and shipping inquiries. As the Order Services Representative, you will report to the Order Services Team Lead and, ultimately, to the Order Services Manager. You will also collaborate with various departments, including Sales & Business Development, Product Development, Customer Education, Supply Chain, and Finance.

Contract Details

• This position is a 12-month contract

Responsibilities

• Actively listen to Spa Partners to understand their needs, resolve their concerns, and provide tailored solutions, while partnering with the Sales Team if necessary.
• Lead the resolution of Spa Partner issues related to orders, returns, and shipping, ensuring efficient problem resolution and thorough follow-up.
• Resolve issues in a manner that aligns with both Eminence Organics’ objectives, while balancing the needs of the Spa Partner.
• Deliver outstanding customer service in all interactions with Spa Partners, ensuring accurate and timely information via email and phone.
• Investigate and process Spa Partner return requests, providing personalized follow-up and coordinating courier pick-ups for returned products.
• Manage the administration of Spa Partner product returns within Eminence’s OMS and ERP system, including maintaining detailed records of returns and Spa Partner interactions.
• Facilitate the prompt dispatch of replacement products and processing of refunds and credits.
• Act as the internal point of contact for return policy inquiries from Spa Partners and proactively escalate complex return issues or product concerns to leadership for further investigation.
• Review and validate opening order paperwork submitted by prospecting Spa Partners who are vetted and ready to open accounts, and verify Spa Partner tax documents using provincial and state regulatory websites.
• Support evolving business needs, including adapting to process changes, new systems, attending departmental meetings, and supporting all teams led by the Order Services Manager.

Qualifications

• Minimum 1 year in an office environment and 2 years of customer service experience, including problem resolution and handling customer inquiries.
• Proficiency with MS Office (Word, Excel, Outlook) and strong general computer skills; familiarity with Salesforce and accounting software (SAGE ERP/Accpac) is preferred.
• Basic knowledge of accounting procedures and experience in product returns and exchanges is a plus.
• A background in esthetics, health, or beauty industries is desirable.
• Strong attention to detail, excellent verbal and written communication skills, and exceptional customer service with proven conflict resolution and problem-solving capabilities.
• Strong organizational, time management, decision-making, and critical thinking skills, with the ability to work independently and follow up on issues to ensure customer satisfaction.

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