Customer Service Representative- SalonCentric- L'Oreal Canada (Surrey, BC)

About the role

We are seeking a highly motivated and customer-focused individual to join our dynamic Customer Experience team as a Customer Service & Returns Specialist. In this pivotal role, you will be the primary point of contact for our valued customers, providing exceptional support across various channels (phone/email) and guiding them through inquiries, product information, order assistance, and our returns process. Your dedication to resolving issues efficiently and ensuring a positive customer journey will be instrumental in fostering brand loyalty and satisfaction.

Responsibilities

• Processing customer orders with SAGE software
• Answering inbound calls in a professional, clear, and courteous manner
• Resolving customer enquiries relating to products, tracking shipments, pricing, promotional offers, returns, etc.
• Engaging with clients in a friendly and professional manner to resolve issues
• Assisting sales representatives in providing maximum service to all customers

Returns Processing

• Initiate and process product pick-ups from customers, ensuring all necessary documentation is completed accurately
• Process various types of credits, including those for replacements, damaged goods, shipping errors, courier errors, sales representative returns, customer service issues, and customer errors, in strict adherence to the company's return policy
• Thoroughly verify all products being returned against customer records and purchase history
• Assess the condition of returned products to determine their sellable status
• Accurately credit products based on verification, condition assessment, and established return policies

Inter-Departmental Collaboration

• Collaborate with the Warehouse team to manage the physical receipt, inspection, and disposition of returned goods
• Liaise with the Sales Force to understand return contexts and provide necessary support

Claims and Warranty Management

• File claims for defective products with manufacturers under warranty, ensuring all required documentation and procedures are followed
• Manage and process product "switch-outs" as needed

Pay

Salary ranging from $36,225 to $42,500