About Peacock Alley
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
Sales & Operations Support
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.
Important Job Details:
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.
Ready to Apply?
Submit your resume and a brief note about why you're drawn to the Peacock Alley brand. We look forward to hearing from you.
Peacock Alley is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.