Retail Support Representative

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 Retail Store Support representative will be on a team dedicated to servicing customer service representatives, retail sales associates, and customers of Lucchese's e-commerce business. This position will carry out a phone, chat, online, and email customer support/service function to ensure that Lucchese customers receive the best possible service and are delighted by their shopping experience. The position collaborates with departments across the company, including marketing, technology, the distribution warehouse, wholesale customer service, and retail customer service, to ensure the highest level of service to our customers.

Customer Experience & Business Performance Focus

• Provide friendly, proactive, knowledgeable, efficient, and professional customer service experience using phone, chat, email, and the web.
• Process online orders/inventory adjustments from retail stores.
• Produce reports as requested using relevant systems—Edit warehouse locations as needed for inventory fulfillment.
• Proactively provide operational, administrative, and analytical support and information to the Customer Service Manager and other operations team members.
• Online, manual, backorder, international and special orders, manual entry, and order cancelations.
• Process manual credit card and check payments along with any chargebacks.
• Perform ad-hoc and temporary Customer Service-related project tasks as e-commerce capabilities expand and the company grows.
• Bulk ordering for wholesale customers.
  
  

Leadership Focus/Steward Of The Brand

• Understands and lead communication on the Lucchese brand aesthetic, brand philosophy and lifestyle to co-workers and customers.
• Networking and creating positive relationships in the community that result in business generation, awareness of the Lucchese brand and builds a bench strength of qualified candidates to fill key open positions.
  
  

Experience And Skills Requirements

• Previous experience with online customer service, preferably at a high-end apparel or footwear brand.
• Confident and clear communicator with excellent verbal, phone, and written skills.
• Must have a naturally optimistic, friendly, solutions-oriented mentality and personality.
• The ability to intuitively understand the customer's needs and communicate with them in a straightforward and inviting style.
• Analytical mind to investigate issues and resolve them successfully.
• Strong organizational skills and close attention to detail can work well and efficiently under pressure and deadlines.
• Must be able to make intelligent prioritization decisions while managing multiple tasks.
• A fluency with online software programs and interfaces.
• Experience with online payment processor management portals, preferably with Authorize.Net, is a plus.
• Experience and fluency with online customer service management software systems, preferably with ZenDesk, Excel, and Word.
• Fluency and experience analyzing customer service performance metrics.
• Self-starter with proven ability to take the initiative, work independently, and collaborate across organization departments and outside vendors.
• A comfort level and willingness to embrace change and adopt strategies on the fly.
  
  

Physical Requirements

• Standing/Sitting for extended periods
• Other duties as assigned
  
  

Schedule

• Day shift
• Overtime
• Weekend availability
  
  

Nearest Major Market: Texas

Reports to: Customer Service Manager

Job Segment: Customer Service, behavioral and geographic segmentation, demographic

Job Level: Entry

Job Type: Full-time