Customer Experience Associate Manager

WHAT ON EARTH IS DECIEM?

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal is to create with purpose. We were founded on the principle of doing everything that others don’t. Because normal gets you nowhere.

We are DECIEM, The Abnormal Beauty Company.

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

The Customer Experience Associate Manager is responsible for managing the end-to-end order-to-cash process for B2B customers, ensuring seamless execution from order intake through delivery, returns, and invoicing. This role combines logistics execution, customer experience, and cross-functional coordination, with accountability for order accuracy, fill rate performance, and returns processing.

Acting as a central point of contact across Sales, Logistics, Replenishment, Planning, EDI, Warehouse Operations, Transportation and Finance, the role ensures that customer commitments are met while driving operational excellence and continuous improvement across the full cycle.

This is a hybrid role, based 3 days on-site in our Toronto office.

PAY RANGE

The anticipated base salary for this position is $55,000 to $65,000.

Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location.

WHAT YOU'D BE DOING IN THIS ROLE

• Own and manage the full order lifecycle from order receipt to delivery confirmation and invoicing.
• Process, validate, and confirm customer orders, ensuring accuracy in quantities, pricing, and ship-to details.
• Provide proactive communication to B2B customers regarding order status, fulfillment, and exceptions.
• Coordinate with warehouse and logistics teams to ensure orders are shipped to the correct location, on time, and in full (OTIF).
• Monitor shipments and resolve delivery issues, delays, or discrepancies.
• Take ownership of fill rate performance and service level metrics.
• Partner closely with the Replenishment and Planning teams to ensure inventory availability aligns with customer demand.
• Review, validate and dispute supply chain-related chargebacks (e.g., shortages, late deliveries, routing issues).
• Collaborate with Finance to ensure accurate resolution, dispute management, and root cause analysis.
• Drive continuous improvement initiatives to enhance efficiency, reduce errors, and improve customer satisfaction.
  
  

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• 2+ years experience in supply chain, logistics, customer operations or order management. Experience working in a beauty brand is preferred
• Strong problem solver and ability to take ownership
• Strategic thinker, with extensive ability to operationalize, leveraging excellence in time management, demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlines in an unstructured environment
• Excellent organization skills and demonstrate accuracy and detail-orientation is a must
• Excellent interpersonal, communication skills both written and oral and ability to work with all levels of staff and management
  
  

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).
• A dog-friendly office (and lots of cute dogs to play with).
• 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…

• ✨ Defy Convention.
• ✨ Make it real.
• ✨ Play in the grey.
• ✨ Build Bridges.
• ✨ Be the rabbit.
  
  

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