Customer Service & E-Commerce Coordinator

Compensation: $46,000–$50,000 base + commission on phone-converted ordersThe roleYou’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 doAnswer inbound customer calls about products, sizing and fit, orders, shipping and returns, and call back every voicemail the same dayMake outbound follow-up calls to shoppers who abandoned their carts and to warm leadsGuide customers to the right product and offer, and close sales over the phoneRun the order desk in Shopify: look up orders, tracking and customer history; process returns and exchanges; keep product listings and reviews currentHandle customer emails and messages in our helpdesk when they connect to a phone conversation, and act as the escalation point for our offshore support teamSpot recurring customer questions and flag them so we can fix them on the websiteShare a short weekly update with the Operations Manager on call volume, common issues and phone salesSupport other e-commerce projects as the role growsWhat we're looking for2+ years in customer service, inside sales or phone-based supportCold-calling or sales experience strongly preferredExcellent spoken and written English with a warm, friendly phone presenceThick skin and a calm approach with frustrated customers; you don’t take it personallyComfortable learning new software (Shopify, Zendesk or similar helpdesk tools)Organized, self-directed and comfortable working in a small teamA love of dogs is a big plusNice to haveE-commerce or direct-to-consumer experienceExperience with Zendesk and ShopifyExperience tracking your own sales or call metricsDetailsCompensation: $46,000–$50,000 base + commission on phone-converted ordersHours: 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 RuffRoverRuffRover 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.