Dispute & Supply Chain Manager

# Dispute & Supply Chain Manager

**Pay:** $3.50 USD/hour starting rate
**Job Type:** Full-Time
**Location:** Remote
**Platform:** OnlineJobs.ph
**Performance-Based Increase:** Available based on performance and responsibilities

## About the Role

We are looking for a **Dispute & Supply Chain Manager** to help manage two important areas of our e-commerce business: **customer disputes and supply chain operations**.

This is a role for someone who is analytical, organized, proactive, and comfortable taking ownership of problems.

You will be responsible for managing open customer disputes and escalations while also reviewing our products, supplier quotations, costs, pricing, and order flow.

We don't want someone who simply follows instructions. We want someone who can **investigate a situation, understand the numbers, identify problems, and recommend the right action.**

## Key Responsibilities

### Customer Disputes & Escalations

* Manage and track all open customer disputes.
* Investigate the reason behind each dispute.
* Review orders, customer communication, tracking information, and relevant evidence.
* Handle angry or difficult customers professionally.
* Determine appropriate resolutions based on the situation.
* Prepare documentation/evidence for payment disputes and chargebacks where required.
* Communicate with suppliers and internal teams to resolve customer issues.
* Follow up on unresolved cases until they are closed.
* Identify recurring customer complaints and help determine their root causes.

### Supply Chain & Supplier Management

* Monitor products coming into and going out of the business.
* Review supplier quotations and invoices.
* Check supplier product costs against historical pricing.
* Compare supplier prices with alternative suppliers and market pricing.
* Identify incorrect, unusually high, or unexpected supplier pricing.
* Monitor changes in shipping and fulfillment costs.
* Keep product cost information accurate and up to date.
* Identify opportunities to negotiate better supplier pricing.
* Flag products where costs or margins have become problematic.

### Pricing Verification

A major part of this role is **making sure supplier quotations actually make sense.**

For example, if a supplier quotes $20 for a product, you should be able to investigate:

* What we previously paid
* What other suppliers charge
* Current market pricing
* Shipping costs
* Product specifications
* Our selling price
* Expected margin

If the price doesn't make sense, **you should question it rather than simply approving it.**

### Business Analysis

You will help connect:

**Supplier Cost → Shipping → Selling Price → Customer Orders → Returns/Disputes → Profitability**

You should be able to identify products that:

* Have unusually high supplier costs
* Have declining margins
* Have unexpected cost increases
* May require a different supplier
* Have recurring customer complaints
* Are creating unnecessary operational costs

## Who We're Looking For

**Required:**

* Previous experience in dispute management, customer escalations, chargebacks, or customer service.
* Experience working with suppliers or supply chain operations.
* Strong attention to detail.
* Good analytical and problem-solving skills.
* Comfortable working with spreadsheets.
* Good written English.
* Strong communication and negotiation skills.
* Ability to work independently.
* Willingness to take ownership of problems.

**Preferred:**

* E-commerce experience
* Shopify experience
* Dropshipping/fulfillment experience
* International supplier experience
* Supplier negotiation experience
* Logistics/shipping experience
* Experience with payment processors and chargebacks

## The Mindset We Want

If a customer opens a dispute, don't simply ask:

**"How do I close this dispute?"**

Ask:

**"What happened, why did it happen, and how can we prevent it from happening again?"**

If a supplier sends a quotation, don't simply accept it.

Ask:

**"Is this actually a reasonable price?"**

Research it. Compare it. Check historical costs. Check other suppliers. Then make a recommendation.

We are looking for someone who **thinks like a business owner**, even though they are working as part of our team.

## Compensation & Performance Increase

**Starting rate: $3.50 USD/hour**

The starting rate is based on the initial scope of responsibility.

We offer **performance-based increases** to people who demonstrate that they can:

* Successfully manage disputes independently.
* Reduce unnecessary dispute losses.
* Handle difficult customers effectively.
* Catch supplier pricing issues.
* Negotiate better supplier costs.
* Identify operational problems.
* Make accurate business recommendations.
* Take increasing ownership of the operation.

As your responsibilities and contribution to the business increase, **your compensation can increase accordingly.**

## How to Apply

Please answer these questions in your application:

1. How many years of experience do you have in dispute/chargeback management?
2. What types of disputes have you handled?
3. Have you handled angry or escalated customers? Give an example.
4. What experience do you have with suppliers or supply chain management?
5. Have you reviewed or negotiated supplier quotations?
6. How would you determine whether a supplier's quoted price is fair?
7. Have you worked with an e-commerce business?
8. What tools/software have you used?
9. Tell us about a difficult problem you investigated and solved.
10. **Why do you think you would be a good fit for this combined role?**

**Please do not send a generic application. We are specifically looking for someone who can think independently, investigate problems, and make sound business decisions.**