We are a fast-growing dropshipping eCommerce brand seeking reliable, detail-oriented Customer Operations Specialists to join our core operations team.

This role forms the backbone of our daily customer service and fulfillment flow. You’ll handle customer inquiries, track orders, communicate with suppliers, and resolve common post-sale issues such as refunds, cancellations, and reshipments.

We’re looking for people who are not only empathetic and professional in communication — but who also think critically and commercially, just like our dispute managers do. That means understanding when to offer a refund, when to reship, and how to protect the company’s interests while keeping customers happy.

If you enjoy structure, problem-solving, and being in control of smooth daily operations, this role is for you.

Core Responsibilities

1. Customer Communication & Support

• Respond promptly and professionally to customer messages (email, chat, or support platform).
• Handle inquiries about order status, delivery times, tracking, and product information.
• Manage refunds, cancellations, and order changes according to company guidelines.
• Diffuse upset customers with calm, clear, and empathetic responses.
• Keep accurate notes and update order records in Shopify.

2. Tracking & Order Verification

• Check and verify tracking numbers for all active orders.
• Identify delayed or missing shipments and proactively follow up with suppliers.
• Communicate tracking updates or resolutions to customers.
• Flag repeated issues with specific products or suppliers to management.
  

3. Supplier Communication & Case Handling

• Contact AliExpress suppliers or private supplier partners to resolve missing, damaged, or incorrect items.
• Submit photo/video evidence to suppliers for refunds or replacements.
• Create new or replacement orders for reshipments when needed.
• Track open cases with suppliers to ensure resolutions are completed.
  

4. Process & System Management

• Follow existing Standard Operating Procedures (SOPs) for customer handling, refunds, and reshipments.
• Identify gaps or recurring issues and suggest process improvements.
• Maintain consistent documentation of all actions, communication, and outcomes.
  

Required Qualifications

• 1–2 years of experience in customer service, operations, or support within eCommerce or dropshipping.
• Familiar with Shopify (order lookup, refund, and reship tools).
• Comfortable communicating with AliExpress or private suppliers.
• Excellent written English and clear, empathetic communication style.
• Strong organizational and time management skills.
• Problem-solver who can think logically and stay calm under pressure.
• Reliable and proactive — doesn’t need constant supervision to get things done.
  

Preferred

• Experience using tools like DSers, AutoDS, or Ali Orders.
• Understanding of PayPal disputes or chargebacks (basic knowledge).
• Prior exposure to dropshipping order flow from purchase to delivery.
• Intermediate spreadsheet skills (tracking costs, cases, or deliveries).
  

Key Traits

• Empathetic but firm: Keeps customers happy while protecting company interests.
• Detail-oriented: Always double-checks tracking, order details, and customer messages.
• Structured and reliable: Works best with SOPs and organized systems.
• Calm communicator: Handles customer frustration professionally.
• Commercially aware: Understands the balance between cost and customer satisfaction.