Location

530 West Broadway, Vancouver BC, Canada

Core Hours

Monday to Friday from 8am – 4:30pm PST

Work Arrangement

Hybrid: 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 periodically monitor multiple 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.

Application

Please submit a resume with a cover letter.

Closing date for applications: Wednesday, July 22nd, 2026 at 9pm PST.

Equal Chance Statement

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.

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📌 Retail Order Services Representative (9-Month Contract) (Vancouver)
🏢 Eminence Organic Skin Care
📍 Vancouver