Online Customer Service Coordinator

Tomlinson’s Feed•Austin, TX

24d

About The Position

Tomlinson’s Feed & Pets is Central Texas’s source for the highest quality pet food and supplies. Locally owned and operated for 80 years, Tomlinson’s mission is to make pets healthy and people happy, whether through offering the healthiest products or best customer experience. Love helping people (and pets)? The Customer Service Coordinator is a key player in delivering exceptional online experiences for our pet parents and supporting our store teams. This role blends customer care, e-commerce support, and website merchandising to keep our digital storefront running smoothly and our customers coming back with tails wagging. The Ideal Candidate Is… Self-Motivated: you’re a self-starter who is intellectually curious. You are always looking for ways to do your job more efficiently. You don’t wait to be told what to do. Fluent in Guest Delight: you know that at the end of the day the goal is to do what’s best for our guests and their pets. This motto guides you in all customer interactions. A Problem Solver: when given a puzzle, you identify multiple ways to solve it and choose the most efficient route. A Multitasker: you’re able to move from task to task with ease. You thrive on keeping a lot of plates spinning. A Learner: you dive headfirst into a concept and won’t rest until you understand it fully. You are a nerd at heart. Communicative: you’ll be on a small team and regular communication is vital to keep the team thriving. A Pet Fanatic: you have and/or adore pets. If you don’t already know gobs about pet products and nutrition, you’re excited and willing to learn.

Requirements

Strong written and verbal communication skills
Excellent attention to detail and organizational skills
Ability to manage multiple tasks and prioritize effectively
Comfort working with e-commerce platforms (Shopify experience strongly preferred)
Customer-focused mindset with a passion for process improvement
Proficiency with email, chat platforms, and basic reporting tools
Ability to work collaboratively across departments and with store teams

Responsibilities

Provide friendly, timely support via email, chat, and SMS
Manage Autoships (product swaps, delivery changes, special orders, and out-of-stock solutions)
Process refunds, cancellations, and account updates
Monitor and respond to customer reviews and feedback
Create templates and workflows to make customer support faster and better
Be lead “investigator” for customer issues to determine if user or system error and work with digital operations team to change internal processes/systems if needed
Add and maintain products on our website, including descriptions, photos, and details
Remove discontinued or seasonal items
Optimize product listings for both SEO and customer experience
Set up monthly promotions in Shopify
Respond to store questions related to online orders
Help troubleshoot basic system issues and submit support tickets
Track order-picking errors and share insights with leadership
Process substitutions and refunds through Shopify
Be expert in all CS systems coordinating and supporting internal team through complex customer tickets or new process and system implementations
Work with systems manager to document processes across systems when errors occur