Authorized Retail Account Specialist bei Lucchese

General Summary: The Authorized Retail Account Specialist will be on a team dedicated to servicing customers of the Lucchese authorized retail business, managing account relationships with precision and professionalism. This role will be responsible for providing an exceptional level of customer experience at every customer touchpoint, and combines client service excellence, order accuracy, and operational coordination to ensure accounts are supported at every stage—from order placement to delivery. This position will carry out the authorized retail account 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 overall customer experience and handles inbound customer questions through phones, email, and EDI. The position collaborates with departments across the company, including marketing, technology, the distribution warehouse, and customer service to ensure the highest level of service to our customers. 
 
Customer Experience & Business Performance Focus

• Serve as the primary contact for assigned accounts, ensuring accurate communication about product availability, lead times, and order status.
• Provide knowledgeable answers to customers via phone, EDI, and email regarding products, services, and the brand.
• Follow up on all 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 always. 
• Maintain professionalism while addressing account concerns and ensuring brand values are represented.
• Respond to and resolve all pre- and post-sale customer inquiries within targeted service levels.
• Proactively communicate account issues or concerns with Director of Authorized Retail.

Leadership Focus/Steward of the Brand:

• Understand and lead communication on the Lucchese brand aesthetic, brand philosophy and lifestyle to customers and authoirzed retailer relationships. 

Experience and Skills Requirements

• Answer inbound chat, emails, and customer inquiries on Zendesk. 
• The position requires problem-solving, a strong work ethic, and decision-making skills to drive results while ensuring high customer satisfaction and maximizing productivity.
• Responsible for providing Lucchese product expertise and support to the Director of Authorized Retail. 
• Cross functional communication and collaboration on B2B site, EDI, shipping and service. 

Preferred Experience

• Bachelor’s degree in business management, Supply Chain, Merchandising or related field.
• 1-3 years of experience in wholesale account management, customer service, or supply chain management (Luxury footwear/apparel preferred).
• English Required or Bilingual (English/Spanish) preferred.

Operational Excellence Focus:

• Previous experience with authorized retailers and/or wholesale customer service, preferably at a high-end apparel or footwear brand.
• Confident and clear communicator with excellent written skills.
• 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. 
• Track and analyze account and order data to identify bottlenecks or improvement opportunities.
• Assist in implementing continuous improvement initiatives to optimize wholesale operations.

Skills & Abilities Required:

• 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. Accurately process wholesale orders in ERP systems, ensuring correct pricing, terms, and order specifications.
• Strong organizational skills with high attention to detail that can work well and efficiently under pressure and deadlines. 
• Proficiency with Microsoft Office (Excel, Word, PowerPoint) and other computer applications.
• Ability to manage multiple wholesale accounts with varying needs and deadlines.
• Must be able to make smart prioritization decisions while managing multiple tasks.
• A comfort level and fluency with online software programs and interfaces.
• Excellent verbal and written communication skills. 
• Collaborate with supply chain and warehouse teams to track inventory levels, avoiding overstock or shortages.
• Well versed with the luxury goods industry and customers.
• Manage EDI transactions to ensure compliance and accuracy in order processing.
• Monitor and troubleshoot SPS Commerce integrations to ensure smooth order flow with wholesale partners.
• Coordinate international shipping, ensuring compliance with export regulations, customs documentation, and tariffs applicable to leather and exotic materials.
• Partner with compliance teams to maintain adherence to CITES regulations, import/export laws, and relevant trade restrictions.
• Monitor and report on key wholesale KPIs: order accuracy, fulfillment timelines, and account satisfaction metrics.
• Participate in seasonal order cycles, ensuring smooth execution and timely deliveries.
• Willingness to represent the brand and act as the brand ambassador.
• Proficiency with SPS Commerce for wholesale order processing and compliance.
• An analytical mindset to identify order issues, supply imbalances, or process gaps.
• Strong collaboration skills to work across departments (supply chain, production, logistics).

Must be 18 years old.

Reports to: Director of Sales for Authorized Retail

Job Level: 1-3 years of experience in wholesale account management, customer service, or supply chain management.

Job Type: Full-time 

Location:  Dallas, Texas, On-Site

Schedule: Monday to Friday, Occasional Weekend availability, occasional travel 

Physical Requirements: Standing/Sitting for extended periods, working on a computer