House Account Representative Job Opening in Vancouver, BC - Éminence Organic Skin Care Recruitment 2017Éminence Organic Skin Care – House Account Representative December 2016
Éminence Organic Skin Care House Account Representative The Application Closing Date: 9pm PST, Sunday, December 18th, 2016 Update: Monday, December 19th – Callbacks and interviews have begun, but applications submitted immediately are still welcomed and considered. Competitive Salary, Bonuses, Medical Benefits, Wellness Program, Product Discounts and Green Transportation Incentives Location: Cambie and Broadway, Vancouver Application: Please submit cover letter and resumé to Queeny Kwan at [email protected] with “House Account Representative application” in the email subject line For more information on Éminence Organic Skin Care, please visit www.eminenceorganics.com Our Products 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 handpicked and hand harvested to ensure premium quality. Every ounce of Éminence products receives personal attention to produce and package. Éminence cares about the environment and integrates sustainable practices into every part of our business, including planting a tree for every product that we sell. Our Company Éminence Organic Skin Care is the leading name in the field of Organic Skin Care. Éminence Organic Skin Care is renowned as the most unique and effective line of natural skin care products on the market today. Éminence has been voted “Favourite Skin Care Line” for 8 years in a row by skin care professionals and is considered #1 for skin care results in the natural & organic spa industry. Additionally, Éminence has won multiple “Best of the Best” readers’ choice awards for the best skin care products available – awards that are the most unbiased, prestigious honours given in the industry today. Since Éminence’s arrival in North America, Éminence’s business has experienced tremendous growth in every major market in North America and has created distribution channels in over 50 countries. Currently with over 300 team-members worldwide, and with thousands of dedicated and loyal spa and salon business partners, Éminence has products which touch millions of faces and bodies across North America and throughout the world each year. Our Core Values Extraordinary Service, Infectious Enthusiasm, Sincere Respect, Supportive Teamplay, Proactive Reliability, Passionate Dedication Role Summary The House Account Representative (HAR) is responsible for increasing Customer satisfaction and sales within House Accounts in North America. House Accounts are accounts without an Outside Sales Representative (OSR). The HAR receives and processes complex Customer orders, inquiries and/or complaints pertaining to items or products ordered for low volume and dormant House Accounts. The HAR nurtures an ongoing relationship with select accounts which includes daily outbound calls. The HAR uses expert knowledge of products, product availability, sales territories and individual accounts to provide a key communications link to the account and to increase sales potential. The HAR uses Customer Relationship Management (CRM) software to record and process orders and/or inquiries received by email, telephone and fax.
Éminence Organic Skin Care – House Account Representative December 2016
Reporting and Peer Relationships The House Account Representative (HAR) reports directly to the Inside Sales Supervisor and ultimately reports to the Business Development Manager. The HAR works closely with the House Account Coordinator, Sales Team Lead, Inside Sales Representatives, Customer Development Representatives, Customer Care Representatives, Outside Sales Representatives, Skin Care Trainers, Sales Managers, Product Support Representatives, Sales Program Specialist and the Sales Support Administrator. Roles and Responsibilities Duties and responsibilities include, but are not limited to: House Account Management Provide extraordinary Customer Service in a professional and friendly manner via phone and email Maintain a high level of knowledge of Éminence’s products and services to ensure all accounts are provided
with accurate information and product knowledge
Assist Customers in a pre-assigned territory of House Accounts with all aspects of their business in order to increase sales and, where possible, facilitate the return of House Accounts to OSR territories
Forecast annual revenue for House accounts at the beginning of each Éminence fiscal year
Place monthly calls to existing Éminence House Accounts including the following topics: o Collect details to ensure contact information and addresses are up-to-date o Ask probing questions to understand the Customer’s satisfaction with Éminence and suggestions for
improvement o Ensure current promotions are understood and increase seasonal promotion buy-in o Enquire if any staff need training and coordinate training with the House Account Coordinator o Request feedback on products o Respond to general comments or questions o Ask if the spa is aware of the next Regional Training in their geographic area o Follow up on any recent Éminence trainings at that Spa
Place outbound calls to all low volume or dormant existing Éminence House Accounts once per quarter
Place training follow up calls and provide any solutions recommended after a site visit by a trainer
Update promotional groups in CRM with all orders qualifying for the current new product launch
Assist accounts with support options for special events utilizing Return on Investment form (ROI)
Create and manage annual account reward programs Order Taking
Receive orders from Customers via phone, web, fax and email. Process all orders the same day if received by 2:00pm PST
Send confirmation email to each Customer in response to all emailed orders
Phone Customers to confirm any order received via voicemail, fax, web or email
Verify Customer information (shipping, billing, promotional material) with each order received
When calling to confirm received orders, inform Customers of all new products and promotions Meetings
Attend regular one-on-ones with Inside Sales Supervisor and Sales Team Lead to discuss results and opportunities
Attend weekly Sales Team meetings
Attend quarterly company-wide Conference Calls
Attend Éminence’s Annual Business Conference Attend other meetings as required General
Perform any other Sales-related duties as required
Éminence Organic Skin Care – House Account Representative December 2016
Experience and Skills Experience Required
Inside Sales experience (particularly in a call centre environment) - minimum 1 year
Customer service experience - minimum 2 years
Background in Esthetic or Health & Beauty - asset
Experience with Éminence product line - asset
Client/account management experience - asset
Outside Sales experience - asset
Customer Relationship Management (CRM) software experience - asset
Second or third languages - asset
Excellent communication skills
Superior interpersonal skills
Customer service skills
Customer complaint resolution skills
Problem solving skills
Superior attention to detail
Computer skills (especially MS Word, Excel, Outlook essential and PowerPoint an asset)
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