Job Description
The Dropship Fulfillment Specialist will partner with Operations, IT, Customer Care, Finance, Merchandising, and external dropship suppliers to manage end-to-end dropship order fulfillment and returns. This role is responsible for monitoring daily order flow, resolving fulfillment and return exceptions, enforcing service level agreements, and driving supplier performance to support a seamless customer experience, operational efficiency, and margin protection across the Ecommerce business.
Key Roles and Responsibilities
Monitor daily dropship order flow from placement through delivery
Resolve fulfillment exceptions (delays, cancellations, inventory mismatches, shipping issues)
Coordinate with Customer Care on dropship-related escalations
Track SLA performance (ship time, delivery time, cancellation rate) and flag risks early
Partner with IT and Operations to improve dropship workflows and automation
Monitor dropship return activity, reasons, and trends by supplier and category
Ensure suppliers adhere to At Home return policies, timelines, and refund standards
Identify return-related issues impacting margin or customer experience and elevate appropriately
Partner with Customer Care, Finance, and Merchandising to resolve return disputes and chargebacks
Provide return insights and root‑cause analysis to inform supplier scorecards and corrective actions
Act as primary operational contact for dropship supplier’s post‑launch
Enforce fulfillment and returns SLAs, shipping standards, and packaging requirements
Manage supplier performance scorecards (on‑time ship, fill rate, defect rate, return rate)
Coordinate corrective action plans with underperforming suppliers
Support onboarding and training of suppliers on fulfillment and returns processes
Bachelor’s degree required in Business, Supply Chain, Operations, Analytics, or a related field
1+ year of e‑commerce fulfillment experience preferred; dropship fulfillment knowledge a plus
Familiarity with Order Management Systems (OMS) and proficiency in Microsoft Excel and PowerPoint
Strong analytical skills with the ability to interpret key metrics and support data‑driven decision making
Ability to monitor operational workflows, identify issues, and elevate risks in a timely manner
Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment
Eagerness to learn, adapt, and grow within e‑commerce operations and supply chain functions
Strong teamwork, communication, and interpersonal skills, with the ability to collaborate effectively across internal teams and external suppliers
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Key Roles and Responsibilities
Monitor daily dropship order flow from placement through delivery
Resolve fulfillment exceptions (delays, cancellations, inventory mismatches, shipping issues)
Coordinate with Customer Care on dropship-related escalations
Track SLA performance (ship time, delivery time, cancellation rate) and flag risks early
Partner with IT and Operations to improve dropship workflows and automation
Monitor dropship return activity, reasons, and trends by supplier and category
Ensure suppliers adhere to At Home return policies, timelines, and refund standards
Identify return-related issues impacting margin or customer experience and elevate appropriately
Partner with Customer Care, Finance, and Merchandising to resolve return disputes and chargebacks
Provide return insights and root‑cause analysis to inform supplier scorecards and corrective actions
Act as primary operational contact for dropship supplier’s post‑launch
Enforce fulfillment and returns SLAs, shipping standards, and packaging requirements
Manage supplier performance scorecards (on‑time ship, fill rate, defect rate, return rate)
Coordinate corrective action plans with underperforming suppliers
Support onboarding and training of suppliers on fulfillment and returns processes
Bachelor’s degree required in Business, Supply Chain, Operations, Analytics, or a related field
1+ year of e‑commerce fulfillment experience preferred; dropship fulfillment knowledge a plus
Familiarity with Order Management Systems (OMS) and proficiency in Microsoft Excel and PowerPoint
Strong analytical skills with the ability to interpret key metrics and support data‑driven decision making
Ability to monitor operational workflows, identify issues, and elevate risks in a timely manner
Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment
Eagerness to learn, adapt, and grow within e‑commerce operations and supply chain functions
Strong teamwork, communication, and interpersonal skills, with the ability to collaborate effectively across internal teams and external suppliers
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