Stagiaire en administration chez Zen dans ma tête, organisme sans but lucratif promouvant la santé mentale. Soutien aux procédures, communications, bases de données et événements internes.
About the role
- Order Fulfillment Specialist ensuring fulfillment efficiency for DTC e-commerce company. Managing order fulfillment operations from warehouse to customer delivery with a focus on tracking and communication.
Responsibilities
- 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.
- 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.
- 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.
- Support OMS monitoring and translate data into actionable insight for leadership.
Requirements
- 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.
Benefits
- Health & Wellness Benefits: Per Pearl West standard benefits package
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Degree requirement
No Education Requirement
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