Customer Care Team Leader

March 17 2023
Industries Textile, Luxury, Cosmeticals
Categories Customer service, Supervisor, Team leader
Vancouver, BC • Full time

Internally Titled: Order Services Team Lead

Role Summary

As the Order Services Team Lead (OSTL), you will be responsible for key tasks in supporting and leading the Order Services Team and providing coverage for the Order Services Supervisor and Retail Order Services Supervisor. You will support and nurture ongoing relationships with Spa Partners by timely and accurately processing complex orders and providing exceptional support for shipping and order inquiries. As the Order Services Team Lead, you will play a key role in delivering Extraordinary Service to all of Eminence’s North American Spa Partners through their leadership of the Order Services Representatives. The Order Services Team Lead reports directly to the Order Services Supervisor and ultimately to the Director of Inside Sales.


  • Lead the Order Services team in entering all Spa Partner orders submitted by the Inside Sales Team, including helping to perform the following responsibilities if the team is short-handed:
    • Compare order data in the system with source documents to detect errors
    • Contact Inside Sales Representatives to resolve any problems or questions with an order
    • Apply appropriate type of payment for each order
    • Print each order to the appropriate Warehouse (Distribution Centre) for packing and shipping
    • Maintain logs of orders and Spa Partner activities and completed work by entering all order information into Eminence’s Customer database (‘CRM’)
    • Communicate with Spa Partner regarding the details of order totals, payments, and credit card processing
  • Lead the Order Services Team in maintaining all new account creations and account adjustments within our database
  • Ensure the Order Services team meets all orders processing KPIs
  • 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
  • Provide ongoing coaching and feedback to the team on all aspects of the role in order to provide optimal Team-member engagement and Spa Partner satisfaction
  • Provide support and coverage for the Order Service team where needed to ensure that the highest levels of customer service are maintained
  • Assist Eminence teams to investigate and solve Spa Partner concerns or questions as well as maximizing order efficiency and accuracy
  • Communicate and execute key critical path actions and expectations for new launches and changes to procedures within established deadlines
  • Partner with the Order Services Supervisor to implement best practices regarding the investigation and resolution of reoccurring issues from Spa Partner returns and complaints, with the ultimate goal of minimizing return requests and maximizing Customer satisfaction
  • Oversee the tracking of product batches to maintain quality control
  • Oversee the investigation of product batches in order to proactively prevent shipping of any products that could result in a return
  • Investigate Spa Partner requests to return products and process requests as needed whilst ensuring that replacement products and credits are handled in a timely manner


  • Leadership Experience – minimum 2 years
  • Customer Service experience – minimum 2 years
  • Background in the Esthetic or Health & Beauty industry – minimum 2 years
  • Experience with Eminence product line – 1 year preferred
  • Esthetic Practitioner’s experience – 1-2 years preferred
  • Accounting software experience – asset
  • Customer Relationship Management (CRM) software experience – asset
  • Excellent verbal and written communication skills plus superior attention to detail
  • Possess an ability to exercise discretion and demonstrate good judgment in decision-making when under pressure to meet ongoing internal and external Customer service demands.
  • Multitasking and prioritizing capabilities plus extraordinary time management skills
  • Exceptional computer skills (especially MS Word, Excel, and Outlook)

Total Rewards

  • Competitive salary, quarterly and annual bonuses based on individual and company goals
  • 100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts
  • Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

The Application

Please submit a resume with a cover letter.

Applications are currently being reviewed. Immediate submissions are still welcomed.

Our Company

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For more than 14 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.


Apply now!

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