Customer Service & E-Commerce Coordinator

RuffRover is an e-commerce brand offering travel and lifestyle gear for dogs and their owners. The Customer Service & E-Commerce Coordinator will serve as the primary voice for customers, provide product guidance, resolve order and shipping issues, conduct sales follow-ups, and manage Shopify order operations and related customer communications.

Responsibilities:

• Answer inbound customer calls about products, sizing and fit, orders, shipping and returns, and call back every voicemail the same day
• Make outbound follow-up calls to shoppers who abandoned their carts and to warm leads
• Guide customers to the right product and offer, and close sales over the phone
• Run the order desk in Shopify: look up orders, tracking and customer history; process returns and exchanges; keep product listings and reviews current
• Handle customer emails and messages in our helpdesk when they connect to a phone conversation, and act as the escalation point for our offshore support team
• Spot recurring customer questions and flag them so we can fix them on the website
• Share a short weekly update with the Operations Manager on call volume, common issues and phone sales
• Support other e-commerce projects as the role grows

Requirements:

• Bachelor's degree and 2+ years in customer service, inside sales or phone-based support
• Excellent spoken and written English with a warm, friendly phone presence
• Thick skin and a calm approach with frustrated customers; you don't take it personally
• Comfortable learning new software (Shopify, Zendesk or similar helpdesk tools)
• Organized, self-directed and comfortable working in a small team
• US work authorization required
• Cold-calling or sales experience strongly preferred
• A love of dogs is a big plus
• E-commerce or direct-to-consumer experience
• Experience with Zendesk and Shopify
• Experience tracking your own sales or call metrics