The Estée Lauder Companies Hiring for Assistant Manager, Customer Service at Toronto, ON Full Time

This position will provide afternoon and alternate weekend supervision and leadership to the customer service call centre team and on-line fulfillment warehouse. The position will be expected to support customer service calls and perform order processing functions for MAC and Aveda Canada.

This position involves decision making such as resolution for customer issues that arise. Also, involves product related decisions such as substitutes, customers appeasement etc. Must be able to organize priorities in order to meet deadlines.

Process all Canadian on line orders placed on Aveda/MAC website.

Follow up with email correspondence and contact customers regarding order issues ie: decline, no stock etc.

Customer Service/Phone Orders – Accurately process incoming telephone orders for North America.

Respond to all inquiries from external/internal customers in a friendly, professional and timely manner.

Process exchanges and returns for consumers with authority to apply credit to customer accounts for refunds for defective product, shipping charges etc.

Contact issuing banks to verify credit card billing information to protect the company from fraud.

Provide resolution for various customer issues such as missing or delayed packages, consumer complaints, concerns etc.

Aveda, MAC & MAC PRO Online Orders – Utilize Web Processing Application to process orders for Aveda/MAC/MAC Pro customers daily.

Respond via email to online customers regarding status of their orders to include out of stock issues, declined credit cards, shipping issues etc.

Responsible for generating backorder notifications to consumers daily.

Communicate with Online division to notify them of out-of-stock items, price discrepancies in order to ensure information on website is accurate.

Ecometry Data Maintenance – update and maintain product information including pricing, product code, UPC, code descriptions, tariffs etc.

Assist Manager year with biannual price increase.

Manage and provide leadershipto staff responsible for the processing of NA consumer orders and Canadian Online orders (revenue is approximately $7mm retail), value added services such as giftwrap, maintenance of Ecometry system and inventory management ensuring inventory accuracy by accurately reporting and processing inventory receipts, returns, stock adjustments and miscellaneous transfers as required

Manage and provide leadership to staff responsible for maintaining inventory in 2 separate warehouse locations (MAC & Aveda) according to FIFO standards, ensuring products pending expiry are withdrawn from inventory

Processing all credit card transactions ensuring PCI Compliance (i.e. all credit card information is secured); reconcile all daily transactions and deposits; provide daily and weekly audited sales to retail accounting; provide monthly no charge activity reports to Finance ensure accuracy in generating shipping and daily customs documentation

Manage cycle count program and annual physical inventory; process all purchase orders for basic/hot and launch orders and receive all inventory into Ecometry

Manage all temporary labour to ensure department is adequately staffed to support order volumes

Manage and coach staff responsible for the processing of Gratis, assembly of Corporate Gift Boxes, assembly of EMS New Hire Kits, assembly of Student Kits, Artist Relations daily rushes (Value of orders processed annually equivalent to $25mm retail)

Qualifications

• Post-secondary Degree/Diplomarequired
• 4+ years work experience in a similarcapacity
• 5% travel time
• Must be able to work 2nd shift and alternate weekends (M-F 2-10 pm and Sat/Sun 10-6pm) and statutory holidays (exceptChristmas)
• Make-up knowledge an asset
• Knowledge of SAP, transportation/shipping knowledge, strong excel skills
• MAC and Aveda Product Knowledge/PC! Awareness a must
• Strong attention to detail
• Ability to problem solve and deal with crisis management in a calm and efficient manner.
• Good planning and organizational skills. Ability to anticipate problems and think ahead.
• Strong negotiating skills, ability to work with and through varied levels of customers.
• Ability to communicate with all levels of employees.
• Ability to work independently and prioritize.
• Ability to handle multiple tasks and still meet deadlines.
• Knowledge of cosmetics industry in a retail environment is an asset

Job: Retail – Corporate

Primary Location: Americas-CA-ON-Toronto

Job Type: Standard

Schedule: Full-time

Job Number: 2118123

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Accommodations for job applicants with disabilities are available on request.