Retail Order Services Representative (9-Month Contract)
About the role
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 9-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 problem 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
The Application Please submit a resume with a cover letter. Closing date for applications: Wednesday, July 22nd, 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
Not the right fit? Search for Retail Order Services Representative jobs in Vancouver, British Columbia, Canada
About Eminence Organic Skin Care
An award-winning provider of the most effective, professional skin care products, Eminence Organic Skin Care is sold in leading spas in more than 60 countries around the world. Eminence Organics melds herbal craftsmanship, innovative skin rejuvenation techniques unique to Hungary and hand-picked ingredients to craft premium natural, organic and Biodynamic® skin care that is good for the earth as well as good for the skin. Eminence Organic Skin Care is proud to be a Certified B Corporation®, the leaders of the global movement using the power of business to solve social and environmental problems, held to rigorous standards of performance, accountability and transparency for our employees, our community and our customers. We plant a tree for every product sold! Visit www.eminenceorganics.com for more information.
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Retail Order Services Representative (9-Month Contract)
About the role
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 9-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 problem 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
The Application Please submit a resume with a cover letter. Closing date for applications: Wednesday, July 22nd, 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
Not the right fit? Search for Retail Order Services Representative jobs in Vancouver, British Columbia, Canada
About Eminence Organic Skin Care
An award-winning provider of the most effective, professional skin care products, Eminence Organic Skin Care is sold in leading spas in more than 60 countries around the world. Eminence Organics melds herbal craftsmanship, innovative skin rejuvenation techniques unique to Hungary and hand-picked ingredients to craft premium natural, organic and Biodynamic® skin care that is good for the earth as well as good for the skin. Eminence Organic Skin Care is proud to be a Certified B Corporation®, the leaders of the global movement using the power of business to solve social and environmental problems, held to rigorous standards of performance, accountability and transparency for our employees, our community and our customers. We plant a tree for every product sold! Visit www.eminenceorganics.com for more information.