Order Fulfillment Specialist

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

📋 Description

• Oversee all active orders across various fulfillment channels in real time, concentrating on tracking movement, carrier transitions, and confirmation of delivery.

• Actively detect stalled orders (without tracking movement for over 48 hours) before they lead to customer service tickets or complaints.

• Report fulfillment trends — such as bulk carrier failures, pick-up delays, and incorrect items shipped — to Supply Chain leadership and Customer Service within established SLAs.

• Act as the main liaison between 3PL vendors and internal teams for all issues occurring post-dispatch and pre-delivery.

• Manage the escalation process upon identifying fulfillment issues: document the problem, assess the impact (order count, date range, failure type), and communicate with the appropriate stakeholder urgently.

• Supply Customer Service with precise and timely updates regarding affected orders so they can effectively communicate with customers who are still awaiting their deliveries.

• Keep a record of escalations and their resolutions to assist in recognizing patterns and enhancing processes.

• Monitor 3PL performance against set SLAs and report recurring issues (such as pick-up delays, scanning gaps, and misroutes) to Supply Chain leadership.

• Spearhead chargeback recovery initiatives with 3PL partners for fulfillment failures within your area, documenting impacted orders and collaborating with Supply Chain for formal claims.

• Aid in OMS monitoring and convert data into actionable insights for leadership.

⛳️ Requirements

• Experience in e-commerce operations — direct-to-consumer or marketplace, excluding brick and mortar.

• Proficiency in the Amazon platform — including Seller Central, FBA/FBM, or MCF at a working level.

• Competence in order management — adept at navigating OMS platforms and analyzing tracking data at scale.

• Strong proficiency in Google Sheets for tracking, reporting, and independently flagging data.

• Experience in coordinating with 3PL — having held logistics partners accountable rather than merely monitoring them.

• Clear written communication skills — able to escalate issues succinctly and without unnecessary detail.

🏝️ Benefits

• Health & Wellness Benefits: In accordance with Pearl West's standard benefits package.