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Order Services Team Lead


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Location: West Broadway and Cambie, Vancouver, Canada at Eminence’s Central Office

Hours of Work: Monday – Friday from 8am – 4:30pm 


How to Apply

Please send a cover letter and resume to careers@eminenceorganics.com with Order Services Team Lead in the subject line of the email.

For more information on Eminence Organic Skin Care, visit our website, Facebook Page, and YouTube Page.


The Application

Closing Date for applications: Sunday, November 10th at 9pm PST

*Update on Monday, November 18th, 2019 screening & interviews are in process, however, applications submitted immediately are still welcomed and considered.

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


Our Products

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas and beauty professionals. Pioneer of the organic skin care movement, Eminence Organics combines more than half a century of herbal craftsmanship and innovation with Hungarian-inspired healing to offer results-oriented treatments. All of our products use only the freshest ingredients known to nature without harming animals or using any harsh chemicals - we pick only premium quality ingredients to craft natural, organic and Biodynamic® skin care that is good for the earth and good for the skin. Every ounce of our products receives personal attention throughout production and packaging.

Eminence Organics cares about the environment and integrates sustainable practices into every part of our business including planting a tree for every product that we sell through our Forests For The Future initiative.


Our Company

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

Eminence Organic Skin Care has been voted by skin care professionals as Favorite Skin Care Line and Favorite Product Education, both for ten years in a row, as well as Favorite All-Natural Line for eight years in a row and is considered #1 for skin care results in the natural & organic spa industry. Additionally, Eminence Organic Skin Care 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.

Eminence Organics has also won multiple Environmental Awards & is a Certified B Corporation®, recognizing the sustainable farming & green practices we use to create our products as well as recognizing the progressive people practices we exemplify in supporting our team-members.

Since the arrival of Eminence Organics in North America, our business has experienced tremendous growth in every major market in North America and has created distribution channels in over 60 countries.

Currently with over 300 team-members worldwide and with thousands of dedicated and loyal spa and salon business partners, Eminence Organics has products which touch millions of faces and bodies across North America and throughout the world each year. Our charitable initiatives, including the Eminence Kids Foundation, impact thousands of lives each year.


Our Core Values

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


Role Summary

The Order Services Team Lead (OSTL) provides support and guidance to the Order Services Team, as well as providing coverage for the Order Services Supervisor and, when needed, coverage for the responsibilities of the Order Services Representatives. The OSTL is responsible for the team’s timely and accurate entry of all Customer orders as well as the processing of Customer product returns. This role requires exceptional leadership, interpersonal communication, Customer service, time management, conflict resolution, critical thinking, attention to detail, multi-tasking and self-management skills.


Reporting and Peer Relationships

The Order Services Team Lead reports directly to the Order Services Supervisor and works closely with the Order Services Representatives. The Order Services Team Lead provides direction and support to the Order Services Team, while also working very closely with the Inside Sales Team, Accounting, Customer Development, Online Sales, International Sales and Supply Chain.


Overall Roles and Responsibilities

Duties and responsibilities include, but are not limited to:


  • Partner in the attraction and selection of new Team-members (filtering resumes and interviewing candidates)
  • Provide orientation, training, performance expectations, and coaching for all new hires
  • Monitor and communicate progress on key goals and initiatives to Team-members
  • Assist in developing training plans and materials, policies and procedures
  • Ensure tools are prepared for each new hire on their first day of work
  • Provide ongoing coaching and feedback to the team on all aspects of the role in order to provide optimal team-member engagement and Customer satisfaction
  • Discuss performance issues promptly with Team-members and supportively manage the performance improvement process
  • Provide support and coverage for the Order Services Team where needed to ensure that the highest levels of Customer service are maintained 
  • Lead regular scheduled one-on-one meetings with Team-members
  • Prepare and lead annual performance reviews for Team-members
  • Prepare weekly team meeting topics and support the Order Services Supervisor in meeting facilitation
  • Report payroll, vacation and absences
  • Assist in daily activities of team as needed
  • Exemplify Eminence Leadership Best Practices

Problem Solving and Support

  • Assist Eminence teams to investigate and solve Customer & End-Consumer concerns or questions
  • Partner with Eminence’s internal teams to maximize order efficiency and accuracy
  • For each new product launch, communicate and execute key goals and actions
  • Communicate and execute changes to procedures
  • Provide extraordinary Customer service in a professional and friendly manner within all forms of communication
  • Deal effectively with escalated Customer calls from Team-members
  • Work to solve problems satisfactorily in a win-win manner for both Eminence Organics and each Customer 
  • Troubleshoot any challenging situations to prevent future product returns 

Order Entry

  • Lead and assist the Order Services Team in entering all Customer orders submitted through Eminence Sales Teams, including the team’s following responsibilities: 
    • Compare the electronic order with source documents to check for any discrepancies or errors 
      • Contact Inside Sales Representatives to resolve any problems or questions about orders 
    • Apply the appropriate type of payment for each order 
    • Print each order to the appropriate Warehouse (Distribution Centre) for packing and shipping  
    • Maintain logs of orders, Customer activities and completed work by entering all order information into Eminence’s Customer database (‘CRM’) 
    • Communicate with Customers the details of order totals, payments and credit card processing 


  • Provide subject matter expertise to the team for return policy questions and escalations 
  • Oversee the tracking of product batches to help maintain quality control 
  • Oversee the investigation of product batches to proactively prevent shipping of any products that could result in a return 
  • 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 confirmed and shipped in a timely manner
  • Partner with the Order Services Supervisor to implement best practices regarding the investigation and resolution of recurring issues from Customer returns and complaints, with the ultimate goal of minimizing return requests and maximizing Customer satisfaction


Experience Required

  • Customer Service experience – minimum 2 years
  • Leadership experience – minimum 1 year
  • Customer Returns experience – asset
  • Experience with Shipping carriers - asset
  • Experience with the Eminence product line – asset 
  • Background in the Esthetic or Health & Beauty industry – asset
  • Accounting software experience – asset 
  • Customer Relationship Management (CRM) software experience – asset 


Skills Required

  • Customer service skills
  • Leadership skills
  • Conflict resolution skills
  • Excellent verbal and written communication skills 
  • Superior interpersonal skills
  • Reliability
  • Ability to exercise discretion and demonstrate good judgment in decision-making when under pressure
  • Multitasking and prioritizing capabilities         
  • Extraordinary Time Management skills
  • Flexibility and adaptability
  • Exceptional computer skills (especially MS Word, Excel, Outlook)
  • Ability to successfully resolve unusual and unique situations 
  • Superior attention to detail


Apply Now

Please include the following with your application:

  • Cover letter
  • Resume


We offer a wide range of career opportunities and we are always interested in meeting enthusiastic, reliable and service-oriented team players. Share this opportunity on:

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