Customer Service & E-Commerce Coordinator

The role

You’ll be the voice of RuffRover. Most of your day is on the phone: answering incoming calls from customers and shoppers, helping people choose the right product for their dog and their vehicle, resolving order and shipping questions, and following up with shoppers who were close to buying. You’ll also run the day-to-day order desk in Shopify and handle email when a customer’s question spans channels.

This is a customer service role with a sales heart. We want someone who enjoys helping people, believes in the product, and is comfortable turning a question into a sale.

What you’ll do

• 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

What we’re looking for

• Bachelor’s degree and 2+ years in customer service, inside sales or phone-based support
• Cold-calling or sales experience strongly preferred
• 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
• A love of dogs is a big plus

Nice to have

• E-commerce or direct-to-consumer experience
• Experience with Zendesk and Shopify
• Experience tracking your own sales or call metrics

Details

Hours: Monday–Friday, 9 AM–6 PM Eastern, with occasional Saturday coverage. Reports to the Operations Manager. US work authorization required. Start as soon as possible.

About RuffRover

RuffRover makes premium travel and lifestyle gear for dogs and the people who drive them around. Our flagship RuffRover 2.0 Dog Car Seat Cover has helped thousands of dog owners protect their cars and travel more comfortably with their pets. We’re a lean, fast-moving e-commerce brand based in Miami that uses AI and automation to do more with a small team. That’s exactly why we want a real human voice on the phone.