Job Description

Job Summary:

Lucchese Boots are the highest quality cowboy boots in the industry. This position focuses on improving customer experience by serving as support in areas including reporting, processing refunds/exchanges, finance/accounting, reconciliation, manual orders, and other administrative tasks. The Customer Service Administrator position collaborates with different departments across the company. This role will play a key role in developing and executing world-class luxury customer service. In addition, this position will be aligned with Lucchese values, consistent policy administration and a safe work environment.

Duties/Responsibilities:

All responsibilities mentioned below can be modified but not limited based on the company’s needs.

• 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 representatives 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 brand ambassador and uphold the brand values, mission, promise, and image.
• Provide exceptional customer support by addressing inquiries related to payment processing and resolving concerns in a timely manner.
• Handles customer inquiries and issues related to payment processing.

Required Skills/Abilities:

• Training: Open to learn and perform cross training in different areas.
• Communicating: Ability to communicate effectively, verbally and in writing and maintain confidentiality.
• Leadership: Ability to lead by example and obtain support from co-workers and work independently and as part of a team.
• Skills: Strong team player who is confident and a 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. Experience and fluency with online customer service management software systems, preferably with Zendesk and NetSuite.

Education, Experience, and/or Certifications:

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job but not limited to the following mentioned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. When performing the duties of this job, the employee is regularly required:

• Be able to stand/sit for continuously for a minimum of eight-hour shift.
• Climb Stairs
• Ability to speak, listen, and talk to customers and co-workers.
• Ability to operate a computer