Customer Service Specialist

Report To: Customer Service Lead Role: You are passionate about the western lifestyle and committed to delivering a positive, solution-focused customer experience. As a Customer Service Representative, you support customer inquiries, order issues, returns, delivery concerns, and online shopping support while maintaining Lammle’s brand standards. This role helps ensure customers receive timely, accurate, and friendly service across Canada. This role requires open availability, including evenings and weekends. The Customer Service Representative must be available to work both in office and remotely and should be comfortable working independently with little supervision while staying organized, responsive, and accountable for assigned tasks. Responsibilities: Respond to customer inquiries, tickets, returns, and order concerns through timely and professional resolution Maintain service standards, response timelines, and follow-up on assigned customer matters Assist with customer, order, courier, and cross-department issues, escalating complex matters when needed Support customer service coverage during scheduled shifts, peak periods, promotions, and high-volume order activity Resolve LWW customer service issues positively while maintaining brand standards Follow up on open tickets, prioritize urgent matters, and communicate updates clearly Track unresolved or recurring issues, document next steps, and confirm 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 Able to work independently with little supervision while staying accountable for assigned tasks Strong decision-making, problem-solving, and communication skills Qualifications: Retail experience is an asset. Aptitude for technology and software Strong typing skills Excellent reading and writing skills Organized and efficient Ability to work independently, manage assigned shift responsibilities, stay organized, and communicate clear handoffs to the broader team Critical thinking skills, proactive and innovative Open availability required, including evenings and weekend shifts, with the ability to work both in office and remotely Familiarity with e-commerce platforms like Shopify and CRM platforms like Gorgias. Proficiency in MS Office applications.