Customer Support and Order Fulfillment Manager (Part-Time)

Introduction:
We are a fast-growing e-commerce company specializing in drop shipping, serving the European market and expanding into the USA. To ensure excellent customer service and seamless order fulfillment, we are seeking a Customer Support and Order Fulfillment Manager. This part-time role requires detailed experience in the drop shipping business model and a strong understanding of logistics, particularly from China to Europe.

Responsibilities:

Customer Support:
Monitor and manage the inbox twice daily, responding to customer inquiries promptly and professionally.
Handle customer complaints, refunds, and order status inquiries.
Moderate and answer >Facebook comments to engage with the audience and maintain a positive brand image.
Resolve disputes or escalated issues, including logistics or product-related complaints, in a timely manner.
Order Fulfillment:
Inform suppliers about orders to be fulfilled and ensure accurate order processing.
Bulk track orders to monitor shipping statuses and identify potential delays.
Calculate average processing and delivery times to maintain realistic customer expectations and improve logistics planning.
Contact shipping companies as needed to address issues, ensure timely deliveries, or request updates on shipments.
Coordinate with suppliers to resolve any inconsistencies or gaps in the fulfillment process.
Maintain and update fulfillment records to ensure accurate tracking and reporting of logistics performance.
Continuous Improvement:
Provide feedback to suppliers and the internal team about recurring issues to improve overall processes.
Identify bottlenecks in the logistics chain and propose solutions for improvement.
Stay updated on best practices in drop shipping logistics to streamline operations further.
Skills and Qualifications:

Proven experience in customer support and order fulfillment within a drop shipping environment.
Deep understanding of logistics processes, especially from China to Europe.
Excellent communication skills for interacting with customers, suppliers, and shipping companies.
Familiarity with tracking tools, order management systems, and customer service platforms (e.g., Zendesk, Gorgias).
Strong organizational and analytical skills, with the ability to calculate and report on shipping performance metrics.
Problem-solving mindset with the ability to resolve disputes effectively.
Deliverables:

Ensure customer inquiries and >Facebook comments are addressed within a 12-hour window.
Inform suppliers of all orders to be fulfilled within 24 hours.
Bulk track orders weekly and provide performance reports on processing and delivery times.
Resolve shipping or order issues with suppliers or shipping companies within 48 hours.
Compensation & Career:

Part-Time Role: Approx. 2-4 hours per day, depending on workload.
Competitive hourly rate based on experience.
Potential for additional responsibilities and hours as the business grows.
Screening Questions:
When applying, please include the answers to the following questions:

What is your experience with customer support and order fulfillment in the drop shipping industry?
Have you worked with suppliers in China, and what tools or methods do you use to manage and track orders?
Can you describe a situation where you resolved a logistics issue or dispute and the steps you took?
How familiar are you with calculating and reporting processing and delivery times?
What platforms or tools (e.g., Zendesk, Gorgias) have you used for customer support and order management?
How do you manage your daily schedule to ensure inboxes are cleared twice daily and >Facebook comments are addressed promptly?
What is your current occupation and availability?