Customer Care Representative - Posting

							Éminence Organic Skin Care – Customer Care Representative                              March 2010



Éminence Organic Skin Care
Customer Care Representative
Company Summary
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.

Role Summary
The Customer Care Representative (CCR) is responsible for finding win-win solutions for
customer problems and for developing systems that minimize future problems. The one Customer
Care Representative within Éminence is the focal point for all escalated customer challenges.
The CCR therefore needs to be decisive, assertive, self-starting and a master of conflict with an
ability to interpret and adapt customer care guidelines to maintain the best possible relationship
with each customer.

Reporting and Peer Relationships
The Customer Care Representative (CCR) reports directly to the Sales Supervisor and,
ultimately, to the Sales Manager. The CCR works closely with the Inside Sales Representatives,
Customer Development Representatives, Outside Sales Representatives (OSR) and Sales
Assistant.

Roles and Responsibilities
Return Policy Expert
Act as the return policy expert and receive all forms and products
• File forms by customer so any unusual volumes can be tracked
• Accurately track bad batches to maintain quality control
• Investigate and pull bad batches to prevent shipping of affected products
Call tag creation and tracking
• Create call tags (return tags) for any incomplete, erroneous, or damaged shipments
• Track progress of the call tags on a weekly basis until products arrive at the warehouse
• Ensure that replacement items are sent out in a timely manner
Problem solving
• Deal effectively with escalated customer calls
• Work to solve problems satisfactorily for company and customer
• Focus on maintaining / increasing customer retention and brand loyalty
Customer Satisfaction Survey
• Partner with the Sales Assistant in the administration of the Annual Customer Satisfaction
    Survey
• Lead the Creation of a summary report of the Survey results
• Coordinate the creation of action plans to address all key trends in customer feedback from
    the survey
• Ensure that action plans are implemented
General
• Perform any other Sales-related duties as required




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Éminence Organic Skin Care – Customer Care Representative                                  March 2010



Performance Expectations
• Exemplify the Éminence core values
• Arrive on time for shifts and meetings, take lunch as scheduled, being respectful of all
    Éminence employees
• Be punctual
• Recycle at every opportunity
• Keep commitments and meet deadlines
• Respond to all emails within 24-48 hours
• Assist with territory coverage when other Customer Development Representatives or Sales
    Representatives are absent
• Return phone calls on same day if messages left before 2pm
• Create an Order Accuracy report on a weekly basis and submit to the Sales Coordinator,
    Sales Manager and Office & Logistics Manager
• Create the monthly gratis survey report for the Sales Manager to distribute to the OSRs
• Respond to all calls not returned on same day by 10am the next day
• Respond to all other client contact (faxes, emails) within 24 hours
• Record all customer interactions in ACT
•   Utilize Appropriate Business Language in system notes
•   Email ACT notes at the end of each day
•   Maintain the confidentiality of Vancouver office discussions until permitted to distribute to the
    Outside Sales team
•   Analyze and summarize the results of the annual Customer Satisfaction Survey within a
    month of the survey end-date




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Éminence Organic Skin Care – Customer Care Representative                         March 2010



Experience, Skills and Values
Experience Required
• Customer Service and Problem Resolution experience – minimum 1 year
• Outbound calling experience an asset
• Inside Sales experience (particularly in a Call Centre environment) an asset
• Esthetic industry experience an asset
• Accounting experience an asset
• Customer Relationship Management software experience preferred
• Intermediate computer skills (MS Excel, Word, Outlook, Powerpoint) required (advanced an
    asset)
Skills Required
• Excellent communication skills
• Self-starting skills
• Decision-making and initiative-taking skills
• Superior Organization skills required
• Problem-solving and Critical Thinking skills required
• Excellent Interpersonal skills
• Excellent follow-up skills required
• Superior Conflict Resolution skills required
• Extraordinary Time Management required
• Multitasking capabilities required
• Extraordinary Customer service skills required
• Ability to work under limited supervision required
Values Required
• Extraordinary Service
• Infectious Enthusiasm
• Sincere Respect
• Supportive Teamplay
• Proactive Reliability
• Excellence
• Efficiency




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