Job Description

Customer Service & Returns Specialist
Salon Centric is the premier national distributor of salon professional products in the U.S. Created by L'Oreal USA in 2008 with 585 SalonCentric stores and 260 State?RDA stores in the US. Today, SalonCentric is expanding in Canada, with its first presence and footprint in Ontario (2023), British Columbia (2024) and expansion into Quebec (2025).
Our vision is to inspire the Beauty Community to make the world a more colorful place. We are committed to developing an atmosphere where every member of our Beauty Community feels included, valued, and empowered, and where we can all share, learn, grow, and thrive. We do this by supporting social, environmental, and economic causes that support the entire professional beauty industry and our Beauty Community.
We are seeking a highly motivated and customer-focused individual to join our dynamic Customer Experience team as a Customer Service & Returns Specialist. In this pivotal role, you will be the primary point of contact for our valued customers, providing exceptional support across various channels (phone/email) and guiding them through inquiries, product information, order assistance, and our returns process. Your dedication to resolving issues efficiently and ensuring a positive customer journey will be instrumental in fostering brand loyalty and satisfaction. If you are passionate about helping others, possess excellent communication skills, and thrive in a fast-paced environment.
Customer Service

• Processing customer orders with SAGE software
• Answering inbound calls in a professional, clear, and courteous manner
• Resolving customer enquiries relating to products, tracking shipments, pricing, promotional offers, returns etc.
• Engage with clients in a friendly and professional manner to resolve issues.
• Assisting sales representatives in providing maximum service to all customers

• Returns Processing:

• Initiate and process product pick-ups from customers, ensuring all necessary documentation is completed accurately.
• Process various types of credits, including those for replacements, damaged goods, shipping errors, courier errors, sales representative returns, customer service issues, and customer errors, in strict adherence to the company's return policy.
• Thoroughly verify all products being returned against customer records and purchase history.
• Assess the condition of returned products to determine their sellable status.
• Accurately credit products based on verification, condition assessment, and established return policies.
• Inter-Departmental Collaboration:

• Collaborate with the Warehouse team to manage the physical receipt, inspection, and disposition of returned goods.
• Liaise with the Sales Force to understand return contexts and provide necessary support.
• Claims and Warranty Management:

• File claims for defective products with manufacturers under warranty, ensuring all required documentation and procedures are followed.
• Manage and process product "switch-outs" as needed.

Qualifications and skills:

• Excellent English communication skills are a necessity.

• 2 years of customer service and data entry experience in an office setting

• Strong organization and time management capabilities

• Proficient written and verbal communication skills

• The ability to multi-task and thrive in a fast-paced environment.

• Be a strong team member.

• Minimum 50 wpm keyboarding skills

• Able to learn quickly and maintain a high level of product knowledge.

• Strong customer service orientation

• Ability to meet tight deadlines.

Starting salary at $40,000
Competitive Benefits
Pension Plan
What's in it for you?
Embark on a journey that will enable you to learn about an exciting business and unleash employees' full potential in a thriving company. Be part of the bigger picture, where you will be valued and listed. You will work on daily HR-related topics as well as projects that will enable the company to move forward. While you tackle different subjects and projects, you will also have fun!
Our company is an equal opportunity employer, and we are committed to promoting a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, ethnicity, religion, gender, age, national origin, sexual orientation, disability, or any other legally protected status.
We are also committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodations at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

Skills Required