Order Fulfillment Specialist

Full-Time • Remote Company Overview Pearl West Group is a hyper-growth DTC e-commerce company that owns and operates six health, wellness, and pet brands — a mix of homegrown and acquired — running at $40M+ in combined annual revenue and growing fast. Think mini Unilever, but lean, operator-led, and built to move. We run a centralized shared-services model across growth, media, creative, product, and ops. We’re well-capitalized, actively acquiring brands, and each brand follows a 3-year scale-and-exit playbook. Our roots are in Amazon, and TikTok Shops is our next breakout channel. Our mission: To build brands that leave lasting impressions — and exit them at their peak. Our values: Competitive Greatness • Speed to Execution • Team Empowerment • Relentless Ownership Role Overview As Pearl West scales across multiple brands and fulfillment channels, we’re creating a dedicated Order Fulfillment Specialist to own the critical last mile: from the moment a product leaves our warehouse to the moment it lands in a customer’s hands. This role is the operational bridge between Supply Chain and Customer Service — eliminating ownership gaps, reducing fulfillment failures, and keeping both teams focused on what they do best. This is a high-ownership, execution-first role. You’ll monitor orders in real time, identify stalled or failed shipments before customers do, escalate issues to the right people, and hold 3PL partners accountable. You won’t wait to be told there’s a problem — you’ll be the one who finds it first. T H E H A N D O F F L I N E Supply Chain owns: Procurement → Warehouse → 3PL Pick-Up This role owns: 3PL Dispatch → Carrier Tracking → Confirmed Delivery to Customer Customer Service owns: Post-Delivery → Customer Contact → Resolution Key Responsibilities Fulfillment Monitoring • 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. Escalation Ownership • 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. 3PL & Carrier Accountability • 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. Cross-Functional Collaboration • Act as the daily operational bridge between Supply Chain and Customer Service — ensuring both teams have what they need without crossing into each other’s lanes. • Participate in weekly L10 standups and report on key fulfillment metrics with real numbers — not “metrics stable” summaries. • Support OMS monitoring and translate data into actionable insight for leadership. Key Performance Indicators (KPIs) • Stalled Order Rate — Target: < 1% of total shipped orders per week. Stalled orders become refunds; this is a direct P&L signal. • Escalation Response Time — Target: Flag fulfillment patterns within 4 hours of detection. Limits downstream CS ticket volume. • 3PL Pick-Up SLA Compliance — Target: > 95% of orders picked up within agreed carrier window. Upstream failure prevention. • Order Issue Resolution Rate — Target: > 90% of flagged orders resolved or rerouted within 48 hours. Customer experience and chargeback reduction. • Chargeback Recovery Rate — Target: 100% of eligible 3PL failures documented and submitted. Direct cost recovery tied to operations. Success Benchmarks (30-60-90 Days) First 30 Days — Learn the Landscape • Gain full access to and working knowledge of OMS and all active fulfillment channels across brands. • Complete a full audit of current open orders and identify any existing stalled shipments or unresolved 3PL issues. • Build working relationships with Supply Chain lead and CS Team Lead to understand current pain points and communication gaps. • Shadow existing escalation workflows and document where handoffs currently break down. First 60 Days — Own the Process • Fully own daily order monitoring across all active fulfillment channels with zero reliance on CS or SC to surface issues. • Establish the escalation protocol with CS and SC — b