What are the responsibilities and job description for the Customer Service Administrative position at Lucchese Bootmaker?
Customer Service Administrator
Lucchese Bootmaker has made Cowboy Boots in Texas for more than 140 years. Lucchese focuses on getting the perfect-fitting boot on every customer's foot by offering a unique in-store experience. In addition to Cowboy Boots, Lucchese sells private label and other brand products from America's most-trusted manufacturers. Learn more about Lucchese Bootmaker at www.lucchese.com.
General Summary
The Customer Service Administrator will be on a team dedicated to servicing customer service representatives and customers of the Lucchese e-commerce business. This role will be responsible for providing an exceptional level of online customer experience at every customer touchpoint. This position will carry out an online support/service function to ensure that Lucchese customers are receiving the best possible service and are delighted by their shopping experience. The position focuses on improving the customer experience by serving as support in areas including reporting, processing refunds/exchanges, finance/accounting, reconciliation, manual orders, and other administrative tasks. The position collaborates with departments across the company, including accounting, marketing, technology, the distribution warehouse, and wholesale customer service to ensure the highest level of service to our customers. The Customer Service Associate will play a key role in developing and executing a world-class luxury customer experience.
Customer Experience & Business Performance Focus
- Produce reports as requested using relevant systems.
- Proactively provide operational, administrative, and analytical support and information to the Customer Service Manager and other relevant team members.
- Manual order entry and cancelations for online, manual, backorder, international and special orders.
- Process manual credit card and check payments along with any chargebacks.
- Issue customer refunds on canceled orders.
- Bring emotion, surprise, and culture to the customer, keeping the brand story alive in every customer interaction.
- Follow-up on all customer service representative and customer inquiries in a timely manner to ensure the brand provides the highest level of customer service in the industry.
- Demonstrate a high level of flexibility and adaptability.
- Act as a brand ambassador and uphold the brand values, mission, promise, and image.
Leadership Focus/Steward of the Brand:
- Understand and lead communication on the Lucchese brand aesthetic, brand philosophy and lifestyle to co-workers and customers.
Skills & Abilities Required:
- Confident and clear communicator with excellent written and verbal skills.
- Strong organizational skills with high attention to detail that can work well and efficiently under pressure and deadlines.
- Must have a naturally optimistic, friendly solutions-oriented mentality and personality.
- The ability to intuitively understand the customer's needs and how to communicate them in a straightforward and inviting style.
- Analytical mind to investigate customer issues and resolve them successfully.
- A comfort level and willingness to embrace change and to adapt strategies on the fly.
- Experience and fluency with online customer service management software systems, preferably with Zendesk and NetSuite.
- Be a strong team player.
- Must be 18 years old
Schedule:
- Monday to Friday
- 7:30am – 4:30pm (Mountain Time)
- Overtime availability
- Weekend availability
- Willingness to travel domestically, estimated between 10-25% of the time
Physical Requirements:
- Standing/Sitting for extended periods
- Climb stairs
- Ability to speak, listen, and talk to customers and co-workers.
- Ability to operate a computer
- Other duties as assigned
Location: El Paso, Texas
Reports to: Customer Service Manager
Job Level: 1-3 years of experience
Job Type: Full-time
