eCommerce Fulfillment Specialist
Job Description:
- Manage day-to-day relationships with 3PL partners and lead weekly customer-experience meetings
- Monitor daily DTC order flow across 3PL nodes to ensure orders are picked, packed, and shipped within SLA
- Track and resolve fulfillment exceptions, including backorders, mis-picks, damaged inventory, and shipping delays
- Issue and track billbacks up to $50,000 when appropriate
- Track inbound shipments, inventory levels, product SKUs, and packaging/merchandise across fulfillment nodes
- Flag shortages, risks, and real-time needs across teams
- Coordinate fulfillment readiness for new product launches, including SKU setup, packaging specifications, 3PL onboarding, promotions, and test orders
- Support kitting and bundle fulfillment and create supporting SOPs
- Support Procurement in evaluating cost-effective packout options, box sourcing, and test shipments
- Coordinate weekly allocation calls with Marketing and drive operational next steps
- Partner with Customer Service to resolve order-level issues and communicate with Stord
- Support peak-season and promotional volume planning with Logistics, Marketing, and Demand Planning
- Report fulfillment performance metrics and conduct monthly audits of 3PL issues
- Analyze recurring fulfillment issues and recommend corrective actions and process improvements
- Maintain existing fulfillment SOPs and create new SOPs as processes change
- Make day-to-day DTC fulfillment decisions with 3PL partners
- Perform other related duties and special projects as assigned
- Report to the Sr. Logistics Manager
Requirements:
- Must reside in the United States
- 21 years of age or older at the time of application
- 4+ years of experience in e-commerce operations, fulfillment, logistics, or supply chain
- Experience working directly with 3PL partners in a DTC or e-commerce environment; any product category is acceptable
- Hands-on experience with a WMS or 3PL portal and a DTC order management platform (e.g., Shopify)
- Working proficiency in Excel or Google Sheets, including lookups, pivot tables, and basic reporting
- Availability to respond to urgent business matters outside standard business hours when necessary
- Fulfillment experience in beverage, CPG, or regulated products is nice to have
- Experience managing kitting or bundle SKUs is nice to have
- Experience supporting both DTC and wholesale fulfillment channels is nice to have
Benefits:
- Unlimited Paid Time Off
- Paid sick leave in accordance with state and local laws
- Healthcare coverage: up to 90% company contribution for employees and 25% for dependents
- Voluntary vision, dental, and accidental plans
- 401(k) with up to 4% company match
- Free financial coaching
- Student loan match support
- 529 education savings accounts
- 12 weeks of paid Equal Parental Leave
- $500 Baby Bonding Bucks
- Sustainable baby gift
- Dedicated parental leave support, including a personalized dashboard, full pay transparency, and a specialist to handle every logistical detail
- Product and soft goods discounts & perks
- Flexible hours
- Let My People Go Surfing book provided to every new hire on day one
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