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 a…

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