Bilingual Customer Experience Associate - English & Cantonese

WHAT ON EARTH IS DECIEM?

Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder, Nicola Kilner.

We are growing rapidly, and we’re looking for someone who shares this vision and wants to grow with us!

WHAT WE'RE LOOKING FOR

We are looking for a Bilingual Customer Experience Associate who is fluent in English and Cantonese (Mandarin is a plus) and can communicate professionally with customers in Hong Kong across both written and verbal channels.

This position will be based at our Mississauga Caterpillar distribution center. You may need to work off-hours 10% of the time.

WHAT YOU'D BE DOING IN THIS ROLE

• Manage replenishment operations for retailers and standalone stores, including placing orders, monitoring system-generated orders, conducting stock analysis, releasing and confirming orders.
• Provide tracking numbers and ensure in-transit orders are delivered on time.
• Prepare inventory and other operational reports for both customers and internal stakeholders.
• Manage service and inventory levels during product launches and phase-outs, coordinating with internal departments and external partners.
• Conduct root cause analysis for out-of-stock items and delivery discrepancies to meet DIFOT (Delivery In Full, On Time) KPIs.
• Process claims and returns, coordinating with finance, inventory control, and logistics on return shipments.
• Monitor and manage past-due orders, coordinating cancellations or re-orders with retail partners.
• Coordinate order processing and shipments with 3PL providers.
• Ensure compliance with SOX (Sarbanes-Oxley Act) regulations across business units.
• Communicate clearly and effectively with customers in Hong Kong in both English and Cantonese (or Mandarin) to address service needs and provide ongoing support.
  
  

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• Bilingual in English and Cantonese (Mandarin is a plus); must be able to communicate professionally with customers in Hong Kong across written and verbal channels.
• Solid understanding of warehousing, transportation processes, and end-to-end supply chain operations.
• Minimum 3 years of customer service experience, preferably in the beauty, retail, or consumer goods sector.
• Proven problem-solving skills and ability to work independently with a strong sense of ownership.
• Strategic thinker with excellent time management skills and the ability to work under pressure and tight deadlines in a dynamic environment.
  
  

WHAT YOU'LL BE GAINING BY JOINING OUR TEAM

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order…

• Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
• 6 months of paid time off for new parents (inclusive of all genders).
• Work from anywhere 4 weeks per year.
• A hybrid work model (for applicable roles).
• Summer Friday’s - get off at 1pm all summer long! (for applicable roles).
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
• A generous discount on DECIEM products for you, your family, and your friends.
  
  

BUILDING GROWTH TO POWER GOOD

We are a People first company that lives by our core values to…

• Do the right thing
• Create impact
• Respect small things
• Care too much
• Be the future
  
  

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing!

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

CREATING A HUMAN WORLD OF BEAUTY

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, "

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.

WANT TO JOIN US?

Thank you for reading the whole thing! If you liked what you heard, kindly send us your resume. We really appreciate your effort in applying for this position. However, only those who have been shortlisted for interviews will be contacted. <3

#SP