Job Description

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

The Application

Please submit a resume with a cover letter.

Closing date for applications: Wednesday, February 28th, 2026 at 9pm PST.

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.

#EminenceCareers




dNK3ncC1gE