Order Fulfillment Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full responsibility for the entire order process from when an order is placed to when it is received by the pharmacy, shipped, and delivered to the patient.

• Manage and minimize the order exception queue by identifying root causes related to licensing, provider-state coverage, system/API issues, and address-validation failures.

• Transition from manual order reconciliation, spreadsheet exchanges, and note capture to standardized, documented, and scalable workflows.

• Define and manage the processes for handling carrier delivery exceptions, which include delays, returns to sender, and cold-chain temperature excursions that necessitate replacements.

• Collaborate with Product and Engineering teams to define, prioritize, and validate tools for order triage, status visibility, and exception management.

• Facilitate cross-functional resolutions involving Licensing & Credentialing, Product/Engineering, and pharmacy partners.

• Create regular cadences and handoffs to prevent the recurrence of issues.

• Develop metrics, runbooks, and reporting systems to ensure fulfillment quality is visible and accountable as order volume increases.

• Carry out additional duties as assigned.

⛳️ Requirements

• A Bachelor's degree or equivalent experience.

• Over 5 years of experience in fulfillment, logistics, or operations.

• Proven track record of owning the design of end-to-end processes, rather than merely executing within an existing framework.

• Experience in identifying where processes become stalled and developing the necessary processes or tools to resolve these issues at scale.

• Ability to collaborate with Product/Engineering teams to convert operational challenges into tooling requirements.

• Strong capability to influence across teams and drive urgency and accountability.

• Excellent attention to detail.

• Familiarity with order management, tracking, and ticketing systems.

• Experience in healthcare, pharmacy, or other regulated operations is preferred.

• Preferred experience in cold-chain, perishable, or time-sensitive shipping.

• Background in e-commerce, 3PL, or last-mile delivery operations is advantageous.

• Experience with process automation or the implementation of workflow tools is preferred.

🏝️ Benefits

• Medical, Dental, and Vision plans.

• Flexible Spending/Health Savings Accounts.

• Flexible PTO.

• 401(k) with Company Match.

• Life Insurance.

• Pet insurance.