DROPSHIPPING OPERATIONS MANAGER

The Purpose Driven Career Objectives of a Client Services / Account Management at KMC:

Figured'Art is a rapidly expanding brand specializing in DIY craft hobby products. Our mission is to inspire creativity and foster a love for arts and crafts in people all around the world. We offer a diverse range of unique and innovative products, including paint by numbers, diamond painting, punch needle, pottery kits, and other craft kits. Our products are available on seven Figured'Art Shopify websites and online marketplaces like Amazon, and we have a strong B2B presence with over 2,000 retailers in Europe and the USA.

Our B2C orders are shipped either from our local distribution centers or directly from China by our suppliers, a process known as dropshipping. Cross-border dropshipping comes with its own set of challenges, including ensuring parcels are received, resolving quality issues, and resending products to maintain customer satisfaction. To address these challenges and ensure smooth operations, we are looking for a dedicated Dropshipping Operations Manager.

Role Overview:
We are seeking a highly organized and data-driven Dropshipping Operations Manager to oversee our logistics and supply chain operations. This role is critical in ensuring our dropshipping processes are efficient, reliable, and scalable as we continue to grow.

To apply for Client Services / Account Management, you are excellent at:

Responsibilities:

Logistics Performance & Reporting:
•    Generate weekly logistics performance reports, tracking shipped parcels.
•    Troubleshoot issues with Chinese suppliers and work towards automating reporting processes.
•    Collaborate with Shopify app developers as needed to streamline operations.

Order Fulfillment Management:
•    Monitor and report on unfulfilled orders weekly.
•    Coordinate with team members to resolve issues and ensure orders are fulfilled accurately and timely.

Supplier Management:
•    Maintain and manage online aftersales files for each dropshipping supplier.
•    Ensure clear and organized Google Sheets formats for tracking supplier performance.

Process Improvement:
•    Oversee order fulfillment processes and identify areas for workflow improvements.
•    Enhance tracking number fulfillment efficiency to minimize errors and delays.
•    Return Rate & Quality Management:
•    Track and analyze parcel return rates from different channels, suppliers, SKUs, and destinations.
•    Develop strategic plans to reduce return rates and improve the dropshipping supply chain.
•    Log quality issues, such as incorrect or damaged products, and ensure replacements are sent promptly to maintain customer satisfaction.

Cross-Functional Communication:
•    Regularly communicate with the China operations team, customer service team, and head of customer service.
•    Arrange calls and training sessions to address any supply-side issues and ensure seamless operations.

Quality Assurance:
•    Identify patterns in quality issues for each supplier using aftersales data.
•    Collaborate with suppliers and our sourcing team to implement sustainable quality improvement measures.

KPI Reporting:
•    Develop a comprehensive KPI reporting system to track supplier performance metrics monthly.
•    Summarize metrics in clear charts to monitor delivery times, logistic return rates, packing errors, and more.

Support Executive Management:
•    Assist in additional tasks as assigned by the executive management team.

Your Success Profile includes:

·    Minimum of 3 years of experience in a related role.
·    Experience in a dropshipping e-commerce company and Shopify is preferred required.
·    Strong analytical and logical thinking abilities.
·    Excellent proficiency in Excel formulas to save time and improve efficiency.
·    Excellent organizational skills.
·    Ability to make strategic, data-driven decisions.
·    Effective time and priority management skills.
·    Ability to work independently without too much guidance.
·    Fluency in English.
·    Intermediate to advanced proficiency in Chinese for communication with suppliers.
·    Experience working with remote teams in an international environment.