Customer Service Lead

Job Description

Job Description

Job Title: Customer Service Lead

Department Name: Customer Experience

Effective Date: TBD

Reports to (title): Customer Service Manager

# of Direct Reports: N/A

# Indirect Reports: N/A

Individual Contributor: Yes

Full Time/Part Time: Full Time

# Hours Per Week: 40–50 Hrs.

Average Work Schedule: Monday through Friday, 7:30 AM – 4:30 PM / 8 AM – 5 PM, with potential overtime after the regular shift and/or on Saturdays based on business needs.

Location:

TBD

Job Summary:

The Customer Service Lead plays a critical role in ensuring the smooth, efficient operation of Lucchese's Customer Experience department. This position serves as the primary point of contact for all CS operational issues, acting as the key liaison between the Customer Service team and the Distribution Center (DC) to ensure timely, accurate fulfillment and resolution of customer orders, returns, and repairs.

The ideal candidate is highly organized, operationally minded, and customer-focused, with strong cross-functional communication skills and a deep understanding of back-end CS processes. This role requires someone who can work independently, prioritize effectively, and escalate issues with good judgment.

Scope of job:

The CS Lead operates as an individual contributor within the Customer Experience function, with a scope that spans both operational oversight and cross-departmental coordination. This role is responsible for ensuring that CS operational processes, particularly those related to returns, repairs, and order management, run efficiently and in alignment with Lucchese's service standards.

The CS Lead works closely with the Distribution Center, serving as the designated point of escalation and communication for any issues that arise between CS and the DC. This includes managing open tickets, tracking resolutions, and communicating updates back to the broader CS team and customers as needed.

While this role does not carry direct supervisory responsibilities, the CS Lead is expected to influence and support the wider team through process guidance, operational expertise, and cross-functional collaboration. The position also carries escalation responsibilities, stepping in to assist with complex or urgent customer situations as directed by the Customer Experience Director.

Duties/Responsibilities:

Operations & Process Management

• Serve as the first point of contact for any CS operations-related issues, ensuring prompt identification and resolution.
• Oversee and manage the day-to-day returns and repairs process, ensuring accuracy, timeliness, and alignment with Lucchese's service standards.
• Track and monitor open operational tickets, proactively following up to ensure timely resolution and minimal customer impact.
• Identify and communicate operational bottlenecks or recurring issues to the Customer Experience Director, recommending process improvements where applicable.
• Support the development and documentation of CS operational processes, and workflows.

Distribution Center Liaison

• Act as the primary liaison between the Customer Service team and the Distribution Center, maintaining clear and consistent communication on all CS-related operational matters.
• Coordinate with the DC on order status updates, return processing, repair logistics, and any fulfillment-related issues impacting customers.
• Build and maintain a strong working relationship with DC counterparts to ensure efficient and collaborative issue resolution.
• Escalate critical DC-related issues to the Customer Experience Director as needed and ensure appropriate follow-through.

Customer Experience & Escalation Support

• Assist with customer escalations as needed, particularly those tied to operational issues such as delayed orders, missing returns, or unresolved repairs.
• Communicate proactively with customers on the status of open operational tickets, ensuring a high-touch, brand-appropriate experience throughout.
• Act as a brand ambassador in all customer and cross-functional interactions, upholding Lucchese's luxury service standards.

Cross-Functional Collaboration

• Partner cross-functionally with the Distribution Center, E-Commerce, IT, Retail, and other internal teams to support seamless operations.
• Participate in team meetings and contribute insights on operational trends, challenges, and opportunities for improvement.
• Support special projects and expanded operational responsibilities as the department and business grow.

Required Skills/Abilities:

• Strong operational and organizational skills with exceptional attention to detail.
• Excellent verbal and written communication skills with the ability to work effectively across departments.
• Ability to prioritize and manage multiple responsibilities simultaneously in a fast-paced environment.
• Proficiency in customer service platforms (Powerfront preferred) and general business software.
• Solutions-oriented mindset with strong problem-solving skills and sound judgment.
• Customer-centric approach with a genuine passion for delivering exceptional service.
• Ability to work independently and take ownership of responsibilities with minimal supervision.
• Experience in or exposure to returns, repairs, or fulfillment operations preferred.
• Familiarity with luxury retail or premium goods industry as a plus.

Leadership Competencies

• Ensures Accountability - Holds self and others accountable for meeting commitments, maintaining operational standards, and delivering timely resolutions to customer and operational issues. Demonstrates ownership and follows through on responsibilities to completion.
• Collaborates - Builds strong partnerships and works cooperatively across departments to achieve shared objectives. Establishes effective working relationships with Distribution Center, Retail, E-Commerce, IT, and Customer Service teams to support seamless operations and issue resolution.
• Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. Anticipates customer needs, addresses concerns proactively, and consistently provides a premium service experience aligned with Lucchese's brand standards.
• Drives Results - Consistently achieves objectives through effective prioritization, execution, and persistence. Maintains a sense of urgency while balancing multiple priorities and ensuring operational excellence.
• Decision Quality - Makes timely and well-reasoned decisions based on data, experience, and sound judgment. Evaluates complex situations objectively, identifies appropriate solutions, and escalates issues when necessary to minimize customer impact.

Education, Experience, and/or Certifications:

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 3+ years of experience in customer service operations, fulfillment, or related field.
• Prior experience in a liaison or cross-functional coordination role is strongly preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds at times.
• Must be able to hear and listen to effectively communicate.

Additional Responsibilities

• Perform other duties, responsibilities, and special projects as assigned to support departmental objectives and evolving business needs.