Job Description

Customer Service: Updated Job Description

Returns Associate

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 Returns Associate will be on a team dedicated to servicing Lucchese customers as it relates to returns, repairs, and warranties. This role will function within operationally led tasks around returns but will also need to come from a customer-centric mindset. The Customer Service Returns Associate will be responsible for providing an exceptional level of customer experience at every customer touchpoint pertaining to returns, repairs, and warranties. The position focuses on improving the overall customer experience for returns and will work-cross functionally to ensure all returns, repairs, and warranties are efficiently processed within a timely manner.

The Customer Service Returns Associate handles inbound returns-related customer questions through phones and emails and will be responsible for making outbound calls to proactively provide customer updates on return statuses. This position will play a key role in developing and executing a world-class luxury customer experience.

Customer Experience & Business Performance Focus

Provide knowledgeable answers to customers via phone and email regarding returns, repairs, warranties, products, services, and the brand.
Utilize systems to efficiently process refunds, repairs, warranties, and exchanges in a timely manner.
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 at all times.
Respond to and resolve all customer return inquiries within targeted service levels.
Proactively provide product and customer feedback to the Customer Service Manager.
Perform assigned ad-hoc and/or temporary CS-related project tasks.

Leadership Focus/Steward of the Brand:

Understand and lead communication on the Lucchese brand aesthetic, brand philosophy and lifestyle to co-workers and customers.
Network and create 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.

Operational Excellence Focus:

Ensure performances goals are achieved through the proper execution of daily functions as it relates to Productivity, Safety, Quality and Customer Service.
Ensure the company’s physical assets (building, equipment, inventory, etc.) are properly controlled, maintained, protected, and utilized.
The ability to communicate accurately on shipping commitments, returns statuses, and warranties/repairs statuses.
Must have a naturally optimistic, friendly solutions-oriented mentality and personality.
Analytical mind to investigate customer issues and resolve them successfully.

Skills & Abilities Required:

Minimum of 1 year of inventory control, quality control and/or warehouse experience in a fast-paced environment preferred.
A comfort level and fluency with warehouse, shipping, and online customer service programs/interfaces.
ERP/WMS/Netsuite abilities strongly preferred, but not required.
A comfort level and willingness to embrace change and to adapt strategies on the fly.

Strong organizational skills with high attention to detail that can work well and efficiently under pressure and deadlines.
Must be able to make smart prioritization decisions while managing multiple tasks.
Excellent verbal and written communication skills
Passion for the customer, approaching all situations with an empathetic “customer lense” while balancing operational excellence.
Willingness to represent the brand and act as the brand ambassador.
Be a strong team player.
Must be 18 years old.

Physical Requirements: