We run online fashion stores for Dutch-speaking customers (Netherlands and Belgium) and are looking for an experienced order issue manager who checks every order, catches problems early, and protects the business, not just reacts when it's too late.
You do not need to speak Dutch. All communication with our team and supplier is in English, and you use our AI translation tool for customer emails.
What you'll do:
- After every fulfillment round, check all unfulfilled orders in Shopify
- Check ParcelPanel every day for delays, stuck orders and tracking problems
- Fix delivery delays with our supplier
- Check supplier invoices for errors before anything is paid
- When a product is cancelled, make sure the supplier does not charge us for it
- Set out-of-stock products to unavailable right away
- When a product is sold out, offer the customer a different product or refund them
- Negotiate with the supplier on order problems
- Send proactive emails to customers about their order issue and the solution
- Keep returns to China (RTC) and returns to sender (RTS) as low as possible
- Log every order issue with its exact status and action in our sheet
What we expect:
- You follow our SOPs carefully in everything you do
- You check open orders and ParcelPanel every working day
- You act before the customer complains, not after
- You follow up with the supplier until a problem is solved
- You catch invoice mistakes before they cost us money
Requirements:
- Minimum 1 year of experience in e-commerce order management, fulfillment or supplier communication. You must be able to show proof.
- Strong written English
- Comfortable using AI tools like ChatGPT or Claude
- Experience with Shopify and dropshipping suppliers or agents is a big plus
- Experience with ParcelPanel or similar tracking tools is a plus
- Calm, detail-oriented, follows SOPs and rules
This is not a beginner role. Applications without e-commerce order management experience will not be considered.
We start with a paid trial week.
How to apply:
Start your message with the word KIWI. Applications without it won't be read.
In your message, include:
1. Which stores or companies you did order management or supplier work for, and for how long
2. Proof of that experience (for example a reference, a screenshot of your work, or a previous client's name we can verify)
3. What you would do in this situation:
"A customer cancelled a product, but it still appears on this week's supplier invoice."