Customer Experience and Operations Specialist APPLY NOW

About Voyagers K9 Apparel

Voyagers K9 Apparel is a family-owned small business that has been making high-quality dog apparel since 1993. We design and manufacture performance outerwear for dogs and are known for our quality craftsmanship, breed-specific designs, product expertise, and excellent customer service.

We are located in a clean, spacious facility in downtown Tacoma, Washington, near light rail, transit, and parking.

About the Role

We are seeking a Customer Experience and Operations Specialist to serve as a knowledgeable, resourceful, and dependable point of contact for our customers while also supporting the day-to-day operations of our small manufacturing and e-commerce business.

The primary responsibility of this role is to ensure that customers have a positive, helpful, and professional experience with Voyagers K9 Apparel. This includes answering questions, helping customers select the right products and sizes, resolving problems quickly, processing returns and exchanges, and managing customer expectations throughout the purchase journey.

This is not a scripted call-center role. Our products are specialized, our customers often need detailed guidance, and many situations require investigation, judgment, and creative problem solving. The Customer Experience and Operations Specialist must be able to understand the customer’s underlying need, determine the best solution, and take ownership of issues through resolution.

Because we are a small company, this position also supports a variety of operational, administrative, and shop-management responsibilities.

Key Responsibilities

• Respond promptly and professionally to customer emails, phone calls, and voicemails
• Assist customers with sizing, fit, product selection, ordering, product use, care, and repairs
• Resolve customer concerns quickly while balancing customer needs, company policies, and sound business judgment
• Communicate confidently and calmly with frustrated, confused, or disappointed customers
• Take ownership of open customer cases and follow them through to resolution
• Process returns, exchanges, refunds, store credits, special orders, and other order adjustments
• Maintain accurate customer records, case notes, and order information
• Develop expert knowledge of our products, fabrics, fit characteristics, production practices, policies, and breed-specific apparel needs
• Cross-train in fulfillment and order processing using AIMS360
• Cross-train in Quality Assurance and assist with product inspection when needed
• Assist with inventory management, returns processing, and fulfillment during periods of increased volume
• Order approved materials, office supplies, shipping supplies, and other shop necessities
• Assist with general shop-management and administrative tasks
• Support special projects involving Gladly, spreadsheets, Word or Google Docs, data cleanup, documentation, and process improvement
• Coordinate with Production, Fulfillment, Quality Assurance, Marketing, and management to resolve customer and operational issues

Required Skills and Qualifications

• 2+ years of experience in customer service, sales, retail, e-commerce, operations, or a similar role
• Strong verbal and written communication skills
• Confidence speaking with customers by phone
• Demonstrated ability to resolve problems quickly and identify practical solutions
• Excellent organizational, problem-solving, and time-management skills
• Ability to prioritize competing responsibilities and remain focused under pressure
• Ability to stay calm and professional when assisting frustrated customers without becoming emotionally overwhelmed
• Ability to work independently with limited supervision and collaborate as part of a small team
• Strong attention to detail and follow-through
• Comfort learning and working in multiple software systems
• Experience with spreadsheets and word-processing software
• Ability to lift a 40-pound box to shoulder height and work sitting or standing for extended periods

Experience with Shopify, Gladly, AIMS360, inventory management, fulfillment, quality assurance, apparel, e-commerce, or pet products is a plus.

The Ideal Candidate

The ideal candidate is calm, dependable, organized, adaptable, and solution-oriented. They can distinguish between what is urgent, what is important, and what can wait. They remain on task despite interruptions, know when to make an independent decision and when to escalate an issue, and are comfortable working in a small company where responsibilities sometimes overlap.

This position is 30+ hours per week on-site.

If you have the skill, experience and interest, come join our friendly team!

Interested candidates, please apply with a cover letter and resume describing relevant work experience.