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Part-Time eCommerce Support Specialist

3 months ago

Austin, United States Tomlinson's Feed & Pets Full time
Job DescriptionJob Description

eComm Support Specialist

Tomlinson’s Feed is Central Texas’s source for the highest quality pet food and supplies. Locally owned and operated for 75 years, Tomlinson’s mission is to make pets healthy and people happy, whether through offering the healthiest products or best customer experience.

The Role

We’re looking for a communicative and analytical multitasker to provide world-class service to our online customers and assist daily dispatch operations. And, we have awesome customers. Read on for testimonials…

This is a part-time role responsible for online customer service and assisting with driver dispatch on Thursday, Friday, and Saturday.

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 Customer 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.

Your Primary Responsibilities

Your primary responsibilities are to

  1. Assist with maintaining product pages for our Tomlinsons.com website.
  2. Provide stellar support for our online customers and store teams.
  3. Assign and optimize routes for our delivery fleet.

Your performance will be measured by average first response time and customer satisfaction.

Ongoing duties will include: 

  • Fielding customer inquiries regarding product questions, order status, etc. using the ReAmaze platform.
  • Fielding operational emails regarding moving orders, managing inventory, etc.
  • Providing support to in-store staff related to eCommerce and Home Delivery
  • Assist building new high-quality product pages for the website.
  • Oversight of daily deliveries, including assigning and optimizing delivery driver routes
  • Provide dispatch support to drivers during deliveries using the Onfleet platform.

You will report to and work closely with the eCommerce Director, as well as the Delivery Operations/Online Customer Service Coordinators and Brand Director. This is an in-person part-time position based in our Corporate Office, located in Central Austin.

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
  • 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

Required Skills and Experience

  • +1 years work experience 
  • Strong customer service skills
  • Serious organizational skills
  • Experience using help desks or dispatch a plus

A Word from our Customers

We *love* our customers, and our customers love us. Here are just some of the awesome “thank you’s” 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.

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