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Customer Experience Associate Manager - Contract

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DECIEM | THE ABNORMAL BEAUTY COMPANY

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Logistics
  • Toronto

AI generated summary

  • You must be a strong problem solver with 2 years in supply chain and 3+ years in customer service, preferably in beauty, with excellent communication skills and the ability to manage priorities.
  • You will process orders, manage customer interactions, provide tracking, handle returns, review orders, coordinate with teams, and ensure KPIs are met while preparing reports and resolving chargebacks.

Requirements

  • Strong problem solver and ability to take ownership
  • Strategic thinker, with extensive ability to operationalize, leveraging excellence in time management, demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlines in an unstructured environment
  • Excellent interpersonal, communication skills both written and oral and ability to work with all levels of staff and management
  • 2 years Supply Chain / Order Management experience is required
  • 3 + years of customer service experience is required; experience working in a beauty brand is preferred

Responsibilities

  • Receive and input retail customer POs as well as process EDI orders
  • Make cancellations on orders as needed
  • Customer interactions, including, but not limited to order confirmations, delays in communication, supply inquiries
  • Provide tracking numbers and ensure in-transit POs are delivered on time
  • Prepare inventory and other reports for customers and internal purposes
  • Process returns by collaborating with inventory control and logistics for the return shipment
  • Review past-due orders daily and coordinate cancellations/re-orders with Retail Partners
  • Collaborate with different departments to ensure KPIs, such as Fill Rate and On-time Delivery are met or exceeded
  • Review, validate, and dispute compliance chargebacks
  • Perform other duties as assigned

FAQs

What is the duration of the contract for this position?

This is a 12-month contract position.

What office location is this role based out of?

This role will be based out of our Downtown Toronto Fraser Office.

What are the main responsibilities of the Customer Experience Associate Manager?

The main responsibilities include managing the end-to-end Supply Chain process for business customers, processing orders, collaborating with cross-functional teams, customer interactions, tracking key performance indicators, and handling returns, among other duties.

What are the qualifications required for this role?

Candidates should have at least 2 years of Supply Chain/Order Management experience and 3+ years of customer service experience, preferably in a beauty brand.

What skills are emphasized for this role?

Strong problem-solving abilities, strategic thinking, excellent communication skills (both written and oral), time management, and the ability to work well under pressure are essential.

Are there any perks and benefits associated with this position?

Yes, employees enjoy generous vacation and personal days, 6 months of paid time off for new parents, monthly catered lunches, unlimited access to an Employee Assistance Program, development grants, discounts on DECIEM products, and more.

What is DECIEM's stance on diversity, equity, and inclusion?

DECIEM is committed to diversity, equity, and inclusion, creating measurable change in the lives of team members and the communities where we operate, while ensuring equality is a priority.

How does DECIEM approach sustainability and social impact?

DECIEM focuses on fighting climate change, responsible packaging, improved waste management, and was established the Good Fund to support various charities in response to global events.

What should applicants do to apply for this position?

Interested candidates should send their resumes to apply for the role. Only those shortlisted for interviews will be contacted.

Is prior experience in a beauty brand necessary for this role?

While it is preferred, it is not explicitly stated as a requirement; however, relevant experience in supply chain and customer service is essential.

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DECIEM | THE ABNORMAL BEAUTY COMPANY

Retail & Consumer Goods
Industry
1001-5000
Employees
2013
Founded Year

Mission & Purpose

DECIEM is a humble and happy umbrella of good beauty brands like NIOD and The Ordinary. We’ve been called every good and bad thing you can think of like “the most thrilling thing to happen to skincare”, and “the hottest beauty company right now”. Over the past year, we’ve sold more than one product every second, opened the doors to our 35th store, and welcomed our 1000th employee. With many products in development, a new 70,000 square-foot HQ to call home, and plans for even further retail expansion, we are excited to do even bigger things in the near future. DECIEM was founded in 2013 by “the beauty world’s most exciting disrupter”, Brandon Truaxe. During a four-month co-op at a skincare lab, he became angry at the lack of passion, transparency, or insight when beauty products were being developed. After selling his first software company, many years later, Brandon’s frustration at the beauty industry remained and he set off to make a change in the beauty business. That change is DECIEM and we’re working really hard to continue Brandon’s vision for a better world of beauty. Everything we do is of exceptional quality. Today, quality is no longer defined by price points or distribution channels. Quality today means being authentic, being different, being functional, being beautiful, and being sensibly priced, even to the wealthy. And we respect these principles. We choose to serve the educated, the curious, and the intelligent who appreciate our dedication to this very genuine definition of quality.