Customer Service & Vendor Manager (Shopify Operations)

Responsibilities

• Daily Tasks
• Review and accept payments in Shopify.
• Audit new orders for issues including:
• incorrect or incomplete addresses
• missing personalization details
• incorrect chain lengths
• items that cannot be shipped internationally
• Place orders with dropship vendors not connected through GURU (e.g., Damhorst) and verify accuracy before sending.
• Check vendor notes within GURU and handle any declined orders appropriately.
• Review customer notes on orders and resolve special requests.
• Ensure rush shipments are fulfilled correctly (warehouse & dropship).
• If rush is unavailable, contact vendor.
• Process partial shipping refunds when necessary.
• Send Nola Glass “smash glass” emails after related orders, and verify customers have a glass if they didn’t add one.
• Track out-of-stock dropship items and follow up with vendors for restock updates.
• Monitor personalization app issues and escalate when needed.


• Weekly Tasks
• Review all open dropship orders in GURU (every Tuesday recommended).
• Follow up with vendors on pending or delayed items.


• Seasonal Tasks
• For holiday periods:
• Organize Marzipops packing slips into the correct folder.
• Upload shipping labels into the appropriate folder.
• Notify the client of new orders placed after the initial batch ships.
• Ensure rush orders are prioritized and confirm with the client if needed.
• Verify all Marzipops orders have shipped and have tracking numbers; follow up with vendor for any missing shipments.
• Provide occasional support in customer service emails through Gorgias.

Requirements

• 2 to 4 years of Experience with Shopify (MUST HAVE)
• Comfortable calling vendors and customers when needed
• Strong attention to detail
• Ability to manage multiple vendors and track order statuses
• Experience with dropshipping workflows (preferred)
• Customer service background (preferred)
• Familiarity with GURU or similar order management tools (bonus)

Role Highlights

• Work with multiple vendors and fulfillment partners
• Blend of customer service, order management, and vendor coordination
• Ideal for someone who is proactive, organized, and confident on the phone