• Handle inbound and outbound customer calls professionally and efficiently • Assist pet owners with appointment scheduling, rescheduling, and general inquiries • Follow clinic-specific procedures, workflows, and documentation requirements • Accurately document customer interactions within CRM and scheduling systems • Escalate urgent concerns according to established procedures • Maintain a compassionate and professional tone during sensitive customer interactions • Support veterinary clinics by providing exceptional customer service experiences • Manage multiple systems and tasks while maintaining accuracy and efficiency • Meet attendance, productivity, and quality expectations

• Handle inbound and outbound customer calls professionally and efficiently • Assist pet owners with appointment scheduling, rescheduling, and general inquiries • Follow clinic-specific procedures, workflows, and documentation requirements • Accurately document customer interactions within CRM and scheduling systems • Escalate urgent concerns according to established procedures • Maintain a compassionate and professional tone during sensitive customer interactions • Support veterinary clinics by providing exceptional customer service experiences • Manage multiple systems and tasks while maintaining accuracy and efficiency • Meet attendance, productivity, and quality expectations

• Rapidly and effectively resolve client issues: Receiving and processing partner requests for online transfer bookings (order changes, booking additional services, resolving incidents) through our CRM system; • Advise clients: Supporting partners at all stages of working with the online product (search, booking, making changes to bookings created); • Communicate: Interacting with suppliers regarding bookings via email and phone; • Work with systems: Utilizing CRM systems and our internal databases efficiently.

Role Description We’re hiring a Customer Service & Operations Assistant to be the connective tissue between our supply chain, our 3PL partners, and our customers. You’ll spend roughly 60 - 70% of your time in operations (order flow, 3PL coordination, inventory, process improvement) and 30 - 40% in the customer service queue, surfacing patterns back into operational fixes. We’re not looking for someone to just keep the lights on. We want someone who sees friction in a process and rebuilds it, kills the root cause of repeating CS tickets, and turns a return request into a saved sale when the opportunity is there. Qualifications - 3+ years in operations, logistics, fulfillment, or e-commerce coordination (DTC or 3PL a strong plus) - Hands-on Shopify or e-commerce platform experience (managing orders, products, inventory, basic store admin) - CS queue experience with a professional tone under pressure - Comfortable juggling an inbound container issue, a CS escalation, and an inventory reconciliation in the same hour - Reliable and self-directed in a remote environment - Genuine curiosity about our products: how they’re built and used - Comfort across Shopify, a help desk platform (Gorgias, Zendesk, Commslayer, Re:amaze), spreadsheets, and 3PL portals - Strong written communication and a bias toward documenting the work, not just doing it Requirements - Order flow & 3PL coordination: Monitor daily order flow across US, Canadian, and UK 3PLs; catch stuck orders and exceptions before they become customer issues. Liaise with 3PLs on damaged inbound units, fulfillment errors, returns, and special projects. - Inbound & inventory: Coordinate inbound shipments and receiving; track containers, follow up on discrepancies, and keep inventory records clean. Maintain accurate inventory data, flag low-stock SKUs, and partner on reorder timing. - Process improvement & reporting: Improve SOPs, automate manual work, and pull operational reports (shipping SLAs, return rates) to surface anomalies. - Customer service tickets: Work tickets in Commslayer alongside the CS team: WISMOs, address changes, refunds, replacements, returns, warranty claims. - Returns reduction: Offer the right solution (education, sizing, replacement part, alternative SKU) instead of defaulting to a refund. - Operations admin: Reconcile credit notes, invoice and process sales orders, and keep accounting and inventory systems clean. - Support automation: Improve Commslayer automation: canned responses, macros, AI agent training, KB content, routing rules. Benefits - Flexible, remote-first work environment - Competitive compensation ($1300 - $1600 USD/month) - Performance-based bonus pay