Order Fulfillment Specialist

Role Description

As Pearl West scales across multiple brands and fulfillment channels, we’re creating a dedicated Order Fulfillment Specialist to own the critical last mile: from the moment a product leaves our warehouse to the moment it lands in a customer’s hands. This role is the operational bridge between Supply Chain and Customer Service — eliminating ownership gaps, reducing fulfillment failures, and keeping both teams focused on what they do best.

This is a high-ownership, execution-first role. You’ll monitor orders in real time, identify stalled or failed shipments before customers do, escalate issues to the right people, and hold 3PL partners accountable. You won’t wait to be told there’s a problem — you’ll be the one who finds it first.

• Supply Chain owns: Procurement → Warehouse → 3PL Pick-Up
• This role owns: 3PL Dispatch → Carrier Tracking → Confirmed Delivery to Customer
• Customer Service owns: Post-Delivery → Customer Contact → Resolution

Key Responsibilities

• Fulfillment Monitoring
  • Monitor all open orders across fulfillment channels in real time, with a focus on tracking movement, carrier handoffs, and delivery confirmation.
  • Proactively identify stalled orders (no tracking movement for 48+ hours) before they generate CS tickets or customer complaints.
  • Flag fulfillment patterns — bulk carrier failures, pick-up delays, wrong items shipped — to Supply Chain leadership and CS within defined SLAs.
  • Serve as the primary point of contact between 3PL vendors and internal teams for all post-dispatch, pre-delivery order issues.
• Escalation Ownership
  • Own the escalation process when fulfillment failures are identified: document the issue, quantify the impact (order count, date range, failure type), and route to the right stakeholder with urgency.
  • Provide CS with accurate, timely status updates on affected orders so agents can confidently respond to customers still waiting.
  • Maintain a log of escalations and resolutions to support pattern recognition and process improvement.
• 3PL & Carrier Accountability
  • Track 3PL performance against defined SLAs and flag recurring failures (pick-up delays, scan gaps, misroutes) to Supply Chain leadership.
  • Lead chargeback recovery efforts with 3PL partners for fulfillment failures within your scope, documenting affected orders and coordinating with Supply Chain for formal claims.
• Cross-Functional Collaboration
  • Act as the daily operational bridge between Supply Chain and Customer Service — ensuring both teams have what they need without crossing into each other’s lanes.
  • Participate in weekly L10 standups and report on key fulfillment metrics with real numbers — not “metrics stable” summaries.
  • Support OMS monitoring and translate data into actionable insight for leadership.

Key Performance Indicators (KPIs)

• Stalled Order Rate — Target: < 1% of total shipped orders per week.
• Escalation Response Time — Target: Flag fulfillment patterns within 4 hours of detection.
• 3PL Pick-Up SLA Compliance — Target: > 95% of orders picked up within agreed carrier window.
• Order Issue Resolution Rate — Target: > 90% of flagged orders resolved or rerouted within 48 hours.
• Chargeback Recovery Rate — Target: 100% of eligible 3PL failures documented and submitted.

Success Benchmarks (30-60-90 Days)

• First 30 Days — Learn the Landscape
  • Gain full access to and working knowledge of OMS and all active fulfillment channels across brands.
  • Complete a full audit of current open orders and identify any existing stalled shipments or unresolved 3PL issues.
  • Build working relationships with Supply Chain lead and CS Team Lead to understand current pain points and communication gaps.
  • Shadow existing escalation workflows and document where handoffs currently break down.
• First 60 Days — Own the Process
  • Fully own daily order monitoring across all active fulfillment channels with zero reliance on CS or SC to surface issues.
  • Establish the escalation protocol with CS and SC — both teams know exactly when and how to loop you in.
  • Begin tracking and presenting stalled order rate, resolution time, and 3PL SLA compliance at weekly L10.
  • Identify the first chargeback recovery opportunity and initiate documentation with Supply Chain.
• First 90 Days — Drive the Number
  • Stalled order rate consistently below 1% with a documented system for daily monitoring and early detection.
  • Fulfillment escalations no longer land in CS’s lap — agents are responding to customers with accurate info already provided.
  • At least one completed chargeback recovery cycle submitted with full documentation.
  • Leadership has full visibility into fulfillment health through weekly reports — no P&L surprises.

Qualifications

• Must-Have
  • E-commerce operations experience — DTC or marketplace, not brick and mortar.
  • Amazon platform fluency — Seller Central, FBA/FBM, or MCF at working proficiency.
  • Order management proficiency — comfortable navigating OMS platforms and interpreting tracking data at volume.
  • Google Sheets — strong working proficiency for tracking, reporting, and flagging data independently.
  • 3PL coordination experience — you’ve held logistics partners accountable, not just monitored them.
  • Clear written communication — you escalate concisely and without fluff.
• Nice-to-Have
  • TikTok Shop fulfillment experience — a strong plus as this is our fastest-growing channel.
  • Experience in health, wellness, or pet product categories.
  • Familiarity with chargeback recovery processes with 3PL or carrier partners.
  • Startup or high-growth DTC background — you build systems, you don’t just follow them.

Experience

• 2+ years in an e-commerce operations, fulfillment coordination, or supply chain support role.
• Direct hands-on experience with 3PL providers and carrier networks — not just visibility tools.
• No specific degree required. Relevant supply chain or logistics certifications are a plus.

Who Should Apply?

• ✅ Apply if you…
  • Spot a stalled order in a dashboard before anyone asks you to look.
  • Thrive in high-volume, fast-moving environments where data tells you what needs fixing today.
  • Can escalate a 3PL failure at 7am and have a clear update to CS by 10am without being chased.
  • Understand the stakes of fulfillment failures on DTC revenue — because you’ve lived them.
  • Build your own tracking systems rather than waiting for one to be handed to you.
• Do not apply if you…
  • Come from brick and mortar or traditional retail with no e-commerce experience.
  • Need daily direction on what to monitor or fix — this role requires self-driven execution.
  • Are more comfortable escalating problems than owning their resolution.
  • Prefer slow-moving corporate environments with clearly defined processes for every scenario.

Benefits

• Salary Range: $700-1000 depending on experience
• Work Arrangement: Fully remote
• Health & Wellness Benefits: Per Pearl West standard benefits package
• Growth Path: Natural track toward Fulfillment Manager or SC Operations Lead as Pearl West acquires more brands.

How to Apply

• Submit your resume with a brief note on your e-commerce fulfillment background.
• Initial screening call with HR to review fit and expectations.
• Accomplish online assessment
• Final interview with the Hiring Manager