Dropship Fulfillment Specialist

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: Dropship Order Management: - 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 escala...