Order Fulfillment Specialist

Pearl West

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.

Posted 6/25/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 $700 - $1,000 per monthWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health & Wellness Benefits: Per Pearl West standard benefits package

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order managementdata analysisfulfillment trackingescalation managementpattern recognitionchargeback recoverylogistics coordinationperformance tracking

Soft Skills

clear written communicationproactive problem solvingattention to detailcollaborationurgency in escalation