Role

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.

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

Skills

• Strong communication and interpersonal skills
• Sales and service focused, with strong problem-solving skills
• Western lifestyle knowledge preferred
• Leadership and accountability with minimal supervision
• Strong decision-making and escalation management skills

Qualifications

• Minimum 3 years customer service experience in a supervisory capacity.
• Retail experience is an asset.
• 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.