About the role
The Body Shop Canada is embracing a new era! This new chapter for The Body Shop Canada is about reigniting passion for the brand and connecting with the next generation of consumers who seek purpose-driven, sustainable beauty options. The Body Shop’s ongoing mission is to deliver high-quality, ethically made products that reflect its activist roots and commitment to a fairer, more beautiful world—supporting both people and the planet in everything it does. We believe business can be a force for good. As pioneers of ethical beauty, our commitment to sustainability, cruelty-free products, and community empowerment is central to everything we do.
We are seeking a customer-obsessed, and solutions-oriented Customer Experience Specialist to oversee order fulfillment, and assist customers. This role ensures helps troubleshoot issues, and maintains a seamless customer experience. The ideal candidate will work independently while collaborating with other teams when necessary to resolve issues and improve processes to support our expanding brand presence and E-Commerce business.
Key Responsibilities:
- Currently working in-store and highly familiar with our brand, products, and values
- Truly loves The Body Shop and is excited to bring that passion to every customer interaction
- Strong communicator with a warm, helpful tone
- Excellent problem-solver with a passion for customer care
- Comfortable using digital platforms to interact with customers
- Able to manage time independently and balance multiple requests
- Handle customer inquiries primarily via email regarding orders, and product information
- Learn product details to provide accurate answers and suggest the best solutions for customer needs
- Identify recurring issues and collaborate with relevant teams to address root causes
- Track common customer complaints to identify patterns and areas for improvement
- Proactively suggest operational enhancements based on data insights
- Report trends that could impact fulfilment, product accuracy, or customer satisfaction
- Assist with updating product listings (descriptions, pricing, images) across multiple ecommerce platforms
Qualifications/Competencies:
- Previous experience in ecommerce, or customer service preferred.
- Strong attention to detail
- Comfortable with Excel (data organization, basic analysis, reporting)
- Ability to learn and use an internal ERP system and various ecommerce platforms.
- Analytical mindset to identify trends and recommend process improvements.
- Excellent written and verbal communication skills for customer interactions.
- Ability to work independently while coordinating with other teams as needed.
- Strong problem-solving skills and ability to multitask in a fast-paced environment.
Tools & Technology Proficiency:
- Comfortable using MS Suite (Outlooks, excel, powerpoint)
- Applications: Gorgias, Yotpo, Shopify, Google Reviews
- Microsoft Teams for internal communications
About The Body Shop
The Body Shop International Limited is the original natural and ethical beauty brand.
Our heritage is an amazing story of firsts.
The first to create Body Butter, the first to use manmade musk in fragrance rather than cruelly-extracted deer musk, the first to transform the beauty industry with fair trade ingredients.
For 40 years The Body Shop showed the world that business could be a force for good, anchored in Anita Roddick’s pioneering approach to doing business.
We exist to make a positive difference to people’s lives. We create superior quality products using the world’s finest natural ingredients to make your skin feel so good.
We have over 3000 stores in 68 countries, and reach out to customers around the world through launching e-commerce sites, opening sub-franchise businesses and identifying selective wholesale in new markets plus adding new Global Travel Retail locations around the world.
Our people are passionate, independent, diverse individuals. Sounds like you? Join us!
About the role
The Body Shop Canada is embracing a new era! This new chapter for The Body Shop Canada is about reigniting passion for the brand and connecting with the next generation of consumers who seek purpose-driven, sustainable beauty options. The Body Shop’s ongoing mission is to deliver high-quality, ethically made products that reflect its activist roots and commitment to a fairer, more beautiful world—supporting both people and the planet in everything it does. We believe business can be a force for good. As pioneers of ethical beauty, our commitment to sustainability, cruelty-free products, and community empowerment is central to everything we do.
We are seeking a customer-obsessed, and solutions-oriented Customer Experience Specialist to oversee order fulfillment, and assist customers. This role ensures helps troubleshoot issues, and maintains a seamless customer experience. The ideal candidate will work independently while collaborating with other teams when necessary to resolve issues and improve processes to support our expanding brand presence and E-Commerce business.
Key Responsibilities:
- Currently working in-store and highly familiar with our brand, products, and values
- Truly loves The Body Shop and is excited to bring that passion to every customer interaction
- Strong communicator with a warm, helpful tone
- Excellent problem-solver with a passion for customer care
- Comfortable using digital platforms to interact with customers
- Able to manage time independently and balance multiple requests
- Handle customer inquiries primarily via email regarding orders, and product information
- Learn product details to provide accurate answers and suggest the best solutions for customer needs
- Identify recurring issues and collaborate with relevant teams to address root causes
- Track common customer complaints to identify patterns and areas for improvement
- Proactively suggest operational enhancements based on data insights
- Report trends that could impact fulfilment, product accuracy, or customer satisfaction
- Assist with updating product listings (descriptions, pricing, images) across multiple ecommerce platforms
Qualifications/Competencies:
- Previous experience in ecommerce, or customer service preferred.
- Strong attention to detail
- Comfortable with Excel (data organization, basic analysis, reporting)
- Ability to learn and use an internal ERP system and various ecommerce platforms.
- Analytical mindset to identify trends and recommend process improvements.
- Excellent written and verbal communication skills for customer interactions.
- Ability to work independently while coordinating with other teams as needed.
- Strong problem-solving skills and ability to multitask in a fast-paced environment.
Tools & Technology Proficiency:
- Comfortable using MS Suite (Outlooks, excel, powerpoint)
- Applications: Gorgias, Yotpo, Shopify, Google Reviews
- Microsoft Teams for internal communications
About The Body Shop
The Body Shop International Limited is the original natural and ethical beauty brand.
Our heritage is an amazing story of firsts.
The first to create Body Butter, the first to use manmade musk in fragrance rather than cruelly-extracted deer musk, the first to transform the beauty industry with fair trade ingredients.
For 40 years The Body Shop showed the world that business could be a force for good, anchored in Anita Roddick’s pioneering approach to doing business.
We exist to make a positive difference to people’s lives. We create superior quality products using the world’s finest natural ingredients to make your skin feel so good.
We have over 3000 stores in 68 countries, and reach out to customers around the world through launching e-commerce sites, opening sub-franchise businesses and identifying selective wholesale in new markets plus adding new Global Travel Retail locations around the world.
Our people are passionate, independent, diverse individuals. Sounds like you? Join us!