Lead Customer Experience Specialist

Peacock Alley; Dallas (TX); On-site; USD 36,000 - 39,000; Full time

Job summary

Peacock Alley is seeking a polished Customer Experience Specialist – Tier 2 to elevate luxury customer service across phone, email, live chat, and in-store channels.

You will act as an escalation resource, maintain CRM/ERP records, support sales teams, and assist with trade shows, product launches, and reporting while upholding the brand's exceptional standards.

Qualifications

• 2–3+ years of customer service experience in luxury goods, retail, or design/décor environments.
• Ability to handle escalated or complex situations with poise and professionalism.
• Strong written and verbal communication skills in English.
• Proficiency with Microsoft Office Suite; experience with Acumatica, Shopify, Zoho, and/or MarketTime is a plus.
• Bilingual English/Spanish a plus.

Responsibilities

• Provide multi-channel customer support (phone, email, live chat, in-store).
• Serve as escalation point for complex or unresolved customer concerns.
• Resolve 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.
• Assist with trade show planning and logistics, including showroom setup, display orders, collateral, and inventory returns.

Skills

Customer service

Communication

Multitasking

Bilingual: English/Spanish

Education

High school diploma or equivalent

Some college preferred

Tools

Acumatica

Shopify

Zoho

MarketTime

CRM software

Job description

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.

What You'll Do

Customer Experience & Escalation Support

• 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

Product & Brand Knowledge

• 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

Administrative Support

• 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

What We're Looking For

• 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; experience with Acumatica, Shopify, Zoho, and/or MarketTime a plus
• Comfort managing multiple priorities in a fast-paced, multi-channel environment
• High school diploma or equivalent required; some college preferred
• Bilingual (English/Spanish) a plus

Why Peacock Alley

You'll be part of a team that believes the details matter in our products and in our people. We invest in those who bring curiosity, care, and commitment to their work every day. At Peacock Alley, a great team member, like a great set of linens, is something you feel the moment you experience it.

• This ON-SITE position's work location is 4040 North Central Expressway, Suite 470 Dallas, TX 75204.
• Typical work schedule is M - F, 9:30 to 6:00.
• 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.

Peacock Alley is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.