Job Description
eCommerce Dropship Specialist
About the Role
The Dropship Executive supports eCommerce growth by ensuring a smooth and efficient customer experience. Working with dropship suppliers, customer care, and finance teams, they manage daily activities such as orders, invoices, returns and refunds. The role is responsible for monitoring supplier performance, stock availability, and compliance, while continuously improving processes to deliver strong commercial results and an easy, reliable experience for both customers and colleagues.
Key Responsibilities - What you'll be doing
* Hourly monitoring of orders, updates, and inventory in and out of the dropship platform, identifying and resolving exceptions quickly.
* Daily monitoring of SLAs, ensuring all suppliers are acknowledging and dispatching on time by chasing and escalating where needed.
* Proactive management of backorders; communicating proactively with supplier and customer care teams to prevent cancellations or goodwill refunds
* Monitoring market and competitor trends to identify potential new dropship category or supplier opportunities.
* Seamless onboarding of new suppliers, supporting through initial negotiation, supplier setup, and post-go live hyper-care.
* Delivery promise maintenance for dropship suppliers within the order management system.
* Triage platform and integration related issues; escalating incidents, mitigating impacts, and collaborating with stakeholders through to resolution
* Daily monitoring and reporting of dropship range availability, identifying poor vendor performance, and escalating where needed.
* Supporting teams though the new line creation process across multiple internal systems, ensuring all new lines are setup for successful, frictionless trade
* Create and manage dropship reporting templates for clear and consistent communication to stakeholders, detailing data-driven, actionable insights.
* Produce daily, weekly, and monthly dropship reports, utilising business tools such as Power BI for fast and efficient collation.
* Track and analyse dropship performance against key metrics, identifying opportunities to drive internal and operational improvements.
About You
* 2-4 years' experience in eCommerce operations, marketplace/dropship fulfilment, or order management
* Strong commercial awareness
* Proficient in Microsoft Excel, PowerPoint with familiarity with Power BI dashboards
* Detail-oriented, with a passion for online retail, operational excellence, and customer experience.
* Excellent communication and organisational skills, with the ability to manage multiple stakeholders and priorities.
We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.