Lead Customer Experience Specialist
About The Position
Peacock Alley is a luxury linen and bedding brand celebrated for its exceptional craftsmanship, timeless design, and the finest materials in the world. From our signature percale sheets to our plush towels and bath collections, every product is designed to transform the everyday into something extraordinary. We are passionate about quality and equally passionate about the experience we create for every customer, every time. The Role We are looking for a polished, solutions-oriented, and customer-obsessed Customer Experience Specialist – Tier 2 to join our team. This is more than a customer service role; you'll be a trusted brand ambassador, escalation resource, and operational partner supporting customers, retail partners, trade accounts, and internal sales teams. If you thrive in a fast-paced, multi-channel environment, take pride in delivering a truly luxury-level experience, and enjoy rolling up your sleeves on both customer-facing and behind-the-scenes work, we'd love to meet you.
Requirements
- 2–3+ years of customer service experience; luxury goods, retail, or design/décor environment strongly preferred
- Demonstrated ability to handle escalated or complex situations with poise and professionalism
- Strong written and verbal communication skills in English
- Proficiency with Microsoft Office Suite
- High school diploma or equivalent required
Nice To Haves
- experience with Acumatica, Shopify, Zoho, and/or MarketTime a plus
- Comfort managing multiple priorities in a fast-paced, multi-channel environment
- some college preferred
- Bilingual (English/Spanish) a plus
Responsibilities
- Deliver exceptional support across phone, email, live chat, and in-store channels
- Serve as the escalation point for complex or unresolved customer concerns
- Resolve issues related to orders, returns, exchanges, shipping, billing, and product inquiries with professionalism and discretion
- Maintain accurate records of all customer interactions within CRM and ERP systems (Acumatica, ShipHero)
- Collaborate cross-functionally with fulfillment, retail, vendors, and operations to resolve issues efficiently
- Identify recurring service trends and communicate insights to leadership
- Support internal and external sales reps with administrative and operational needs
- Enter and maintain orders, customer records, pricing, and product information in ERP and sales platforms
- Partner with the Sales Team to review Trade Leads and maintain detailed CRM/ERP notes
- Coordinate product distribution and mailings for launches, ensuring on-time delivery to customers and reps
- Prepare and distribute sales reports — regional, promotional, inventory, and performance
- Assist with trade show planning and logistics, including showroom setup, display orders, collateral, and inventory returns
- Develop deep knowledge of Peacock Alley's luxury bedding and linen lines, materials, care instructions, and design services
- Assist customers with product recommendations, custom orders, and design consultations
- Stay current on new launches, promotions, and company policies
- Perform data entry, report preparation, correspondence, and file maintenance
- Support order tracking and coordination with fulfillment and logistics partners
- Assist with scheduling, communications, or operational projects as directed
Benefits
- The hiring pay range for this non-exempt role is $26.00 to $28.00 per hour, with final pay depending on experience and qualifications.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
