Customer Service Lead

Lammle's Western Wear Ltd•Calgary, AB

25d

About The Position

You are passionate about the western lifestyle and lead by example in delivering positive, solutions-focused customer experience. As the Customer Service Lead, you oversee daily customer service priorities, ensuring inquiries, order issues, escalations, returns, and corporate sales requests are resolved efficiently and in line with Lammle’s brand standards. This role owns issue resolution from start to finish and supports department success through service standards, process improvements, scheduling coverage, and the “Lammle’s Experience” for online customers across Canada. This role requires open availability, including evenings, and weekend shifts. The Customer Service Lead owns scheduled shift priorities, keeps service levels and issue resolution moving after hours, and ensures appropriate coverage during peak periods, promotions, high-volume order activity, and other critical times.

Requirements

Strong communication and interpersonal skills
Sales and service focused, with strong problem-solving skills
Leadership and accountability with minimal supervision
Strong decision-making and escalation management skills
Minimum 3 years customer service experience in a supervisory capacity.
Familiarity with e-commerce platforms like Shopify and CRM platforms like Gorgias.
Proficiency in MS Office applications.
Strong typing skills
Excellent reading and writing skills
Organized and efficient
Ability to work independently, take ownership of shift responsibilities, manage scheduling and coverage needs, and communicate clear handoffs to the broader team
Critical thinking skills, proactive and innovative
Open availability required, including evenings, and weekend shifts.

Nice To Haves

Western lifestyle knowledge preferred
Retail experience is an asset.

Responsibilities

Lead daily customer service priorities and own inquiries, escalations, tickets, returns, and order concerns through timely resolution
Monitor workload, service standards, resolution timelines, and follow-up to support department results
Serve as the first escalation point for complex customer, order, courier, and cross-department issues
Own scheduling support by monitoring volumes, identifying peak periods, and ensuring proper coverage
Resolve LWW customer service issues positively while maintaining brand standards
Follow up on open tickets, prioritize urgent matters, and escalate when needed
Own unresolved or recurring issues by tracking next steps and confirming resolution with the customer
Communicate product issues with the buying team and support customer-focused resolutions
Coordinate special order items
Communicate store-related customer service issues
Improve processes, handoffs, response times, and customer experience
Create orders for customers needing online support
Create or edit online orders as needed
Resolve order and return discrepancies with fulfillment and accounting
Support customer returns and exchanges with fulfillment
Investigate delivery issues with Canada Post or other carriers
Monitor returns, warranties, and related tasks
Open courier investigations for lost, damaged, or delayed parcels
Track customer feedback