Customer Service Coordinator

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.

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.

What you'll do

• Support our pet parents
• 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
• Keep our online store fresh
• 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
• Support our store teams
• 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

Why Tomlinson's?

Our job is to make pets healthy and people happy, which is pretty dang fulfilling. In addition, perks include:

• Generous employee discount
• Medical, Dental, and Vision insurance
• 401(k) with employer match
• Discounted Gold's Gym membership
• A beautiful (and friendly) office environment
• A very high-end, and occasionally temperamental, coffee machine

A Word from our Customers

We love our customers, and our customers love us. Here are just some of the awesome "thank yous" we hear from customers every day:

"I absolutely love Tomlinson's. I messaged about getting my email address updated on my account and received a response within five minutes or so which was amazing! I also tremendously appreciate the free same day delivery. These reasons and more are why I continue to support Tomlinson's! Y'all are great!" Denise P.

"Love Tomlinson's and have for many years! Thank you for being here. Have always had great service with awesome friendly people there. Really appreciate the delivery, thank you!" Brigette H.

"Service was prompt. Love the flexibility on when to pick up. Love how easy it was & that there weren't a bunch of unnecessary steps. Y'all have always been helpful & good to my pets for years. Thank you!" Andrea D.

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 and/or Reamaze 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