Order Services Team Lead

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 a minimum of 1 day per week.

Role Summary As the Order Services Team Lead, you will be providing leadership and support to the Order Services team, delivering hands-on guidance, coaching, and achievement of daily SLAs with a vital focus on delivering word-class Customer Service to Eminence Customers and internal teams.

In this role, you will be responsible for Eminence account creations, shipping inquiries, return and Customer Care support, and provide coverage for Order Services Representatives, Order Services Supervisor and Retail Order Services Supervisor as needed.

You will also be reporting directly to the Order Services Supervisor.

Responsibilities Support the Order Services Supervisor in leading daily team operations, helping manage priorities, workloads, and expectations Provide day ‑ to ‑ day coaching, workflow guidance, and feedback to Order Services Representatives to strengthen accuracy, efficiency, and customer experience Act as the team’s go‑to resource for system questions, workflow clarifications, and Eminence policies Manage the Order Services and Customer Care shared inboxes and Trello board, triaging requests and assigning work appropriately Triage frontline escalations, resolving issues or routing to the Order Services Supervisor or Retail Order Services Supervisor as needed Support Order Services Representatives in handling complex customer inquiries, exceptions, or system-related questions Partner with internal teams to resolve order ‑ related, account, shipping, or documentation issues.

Support execution of workflow changes, new procedures, and launch ‑ related communications to ensure team clarity and readiness Lead and support the Order Services Team in maintaining the workflows for reviewing new account requests, sending and managing Docusign paperwork, submitting replacements and opening orders for Spa Partners, maintaining accurate logs of Spa Partner interactions, and generating pay-by-links Oversee the tracking of product batches to maintain quality control and quality in-take logs are completed Oversee the investigation of product batches in order to proactively prevent shipping of any products that could result in a return Investigate Spa Partner requests to return products and process requests as needed Provide coverage for the Retail Order Services Supervisor and Order Services Manager as needed Perform other Reception and Order Services-related duties as required Qualifications Leadership Experience – minimum 2 years Customer Service experience – minimum 2 years Background in the Esthetic or Health & Beauty industry – 1 year preferred Experience with Eminence product line – 1 year preferred Accounting software experience – asset Customer Relationship Management (CRM) software experience – asset Strong verbal and written communication skills, with the ability to support clear, professional interactions with Spa Partners and internal teams Strong interpersonal skills, reliability, and professionalism, with the ability to remain calm and supportive during busy or challenging situations Strong attention to detail, problem-solving, and organizational skills Proficiency with Microsoft Word, Excel, Outlook, and SharePoint, with confidence navigating CRM, ERP, or workflow management systems 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, 1:1 meetings with your leader, tuition assistance program and length of service rewards The Application Please submit a resume with a cover letter.

Applications are currently being reviewed.

Immediate submissions are still welcome. Our Company Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers.

For more than 10 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Line and their favorite company for Product Education.

As a Certified B Corporation®, we are looking for Team-members who seek to positively impact lives within our communities, give back through philanthropic endeavours, and make choices to exemplify sustainability and be stewards of the environment.

Eminence Organic Skin Care is proud to be an equal opportunity employer.

We are passionate about maintaining an inclusive workplace that encourages and values diversity.

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