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Eminence Organic Skin Care Logo

Order Services Representative

Customer Service and Support
Full Time
Vancouver, BC     

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Éminence Organic Skin Care

Order Services Representative

The Application

Closing Date for applications: 9pm PST on Sunday, October 16th, 2016

Update: Monday, October 17th - Callbacks and interviews have begun, but applications submitted immediately are still welcomed and considered.

Competitive Salary, Bonuses, Extended Health Benefits, Wellness Program, Product Discounts and Green Transportation Incentives

Location: Broadway and Cambie, Vancouver

Application: Please send a cover letter and resume to Elaina at with ‘Order Services Representative” application’ in the subject line.

For more information on Éminence Organic Skin Care, please visit

Our Products

Éminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas and beauty professionals. Our products embody half a century of herbal craftsmanship and experience, and several centuries of unsurpassed skin rejuvenation techniques unique to Hungary. All of our products are handmade, using only the freshest ingredients known to nature without harming animals or using any harsh chemicals. Our ingredients are hand-picked and hand harvested to ensure premium quality. Every ounce of Éminence products receives personal attention to produce and package.

Éminence cares about the environment and integrates sustainable practices into every part of our business, including planting a tree for every product that we sell.

Our Company

Éminence Organic Skin Care is the leading name in the field of Organic Skin Care. Éminence Organic Skin Care is renowned as the most unique and effective line of natural skin care products on the market today.

Éminence has been voted “Favourite Skin Care Line” by skin care professionals 7 years in a row and is considered #1 for skin care results in the natural & organic spa industry. Additionally, Éminence has won multiple “Best of the Best” readers’ choice awards for the best skin care products available – awards that are the most unbiased, prestigious honours given in the industry today.

Since Éminence’s arrival in North America, Éminence’s business has experienced tremendous growth in every major market in North America and has created distribution channels in over 50 countries.

Currently with over 250 team-members worldwide, and with thousands of dedicated and loyal spa and salon business partners, Éminence has products which touch millions of faces and bodies across North America and throughout the world each year.

Our Core Values

Extraordinary Service, Infectious Enthusiasm, Sincere Respect, Supportive Teamplay, Proactive Reliability, Passionate Dedication.

Role Summary

The Order Services Representative is responsible for the duties associated with processing Customer returns as well as the timely and accurate entry of Customer orders, generating Customer invoices, and also processing payments as needed. The Order Services Representative therefore needs to be organized, detail-oriented, technologically savvy and investigative, as well as having impeccable Customer service & multitasking abilities.

Reporting and Peer Relationships

The Order Services Representative reports to the Order Entry & Admin Team Lead. The Order Services Representative works together with other members of the Order Entry and Customer Care Teams, Inside Sales Representatives, Product Support Representatives, Accounts Receivable Representatives and Shipping Clerks.

Roles and Responsibilities

Return creation and tracking

  • Investigate Customers’ requests to return products and process requests as needed
  • Follow up with Customers and ensure product returns have been picked up by Fedex/UPS
  • Ensure replacement products and credits are handled in a timely manner

Problem solving

  • Deal effectively with escalated Customer calls
  • Work to solve problems satisfactorily in a win-win manner for both Éminence and the Customer
  • Troubleshoot challenging products and situations to prevent future product returns

Return Policy Expert

  • Act as a point of contact for any internal return policy questions
  • Accurately track product batches to maintain quality control
  • Investigate if any other products in the same batch need to be reviewed to proactively prevent shipping of any products that could result in a return

Order Entry

  • Enter all Customer orders submitted by Inside Sales Representatives

-       Compare order data in the system with source documents to detect errors

-       Contact Inside Sales Representatives to resolve any problems or questions with the order

  • Confirm shipping charges via website quotes
  • Apply appropriate type of payment for each order
  • Print invoice to each Warehouse (Distribution Centre)
  • File processed orders and completed documents in appropriate locations
  • Maintain logs of order and Customer activities and completed work by entering all order information into Customer database (CRM)
  • Communicate with Customers regarding the details of order totals, payments and credit card processing


Perform any other duties as required

  • Attend departmental meetings and all other meetings
  • Maintain filing system weekly

Experience Required

  • Customer service and problem resolution experience – minimum 1 year
  • Accounting software experience an asset - SAGE ERP (Accpac) experience preferred
  • Moderate knowledge of accounting procedures an asset
  • Customer Relationship Management (CRM) software experience an asset
  • Customer contact calling experience an asset

Skills Required

  • Effective computer and typing skills, including MS Office (especially MS Word, Excel and Outlook)
  • High level of accuracy and attention to detail essential
  • Excellent communication and interpersonal skills
  • Decision-making and initiative-taking skills
  • Superior organization skills
  • Problem-solving and critical thinking skills
  • Excellent follow-up skills
  • Superior conflict resolution skills
  • Extraordinary time management
  • Multitasking capabilities
  • Extraordinary Customer service skills
  • Ability to work under limited supervision 

Posted: October 6, 2016
Closes:November 1, 2016
Email Address: