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 — both teams know exactly when and
how to loop you in.
• Begin tracking and presenting stalled order rate, resolution time, and 3PL SLA
compliance at weekly L10.
• Identify the first chargeback recovery opportunity and initiate documentation with Supply
Chain.

First 90 Days — Drive the Number
• Stalled order rate consistently below 1% with a documented system for daily monitoring
and early detection.
• Fulfillment escalations no longer land in CS’s lap — agents are responding to customers
with accurate info already provided.
• At least one completed chargeback recovery cycle submitted with full documentation.
• Leadership has full visibility into fulfillment health through weekly reports — no P&L
surprises.

Required Skills & Qualifications
Must-Have
• 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.

Nice-to-Have
• TikTok Shop fulfillment experience — a strong plus as this is our fastest-growing
channel.
• Experience in health, wellness, or pet product categories.
• Familiarity with chargeback recovery processes with 3PL or carrier partners.
• Startup or high-growth DTC background — you build systems, you don’t just follow
them.

Experience
• 2+ years in an e-commerce operations, fulfillment coordination, or supply chain support
role.
• Direct hands-on experience with 3PL providers and carrier networks — not just visibility
tools.
• No specific degree required. Relevant supply chain or logistics certifications are a plus.

Who Should Apply?
✅ Apply if you…
✓ Spot a stalled order in a dashboard before anyone asks you to look.
✓ Thrive in high-volume, fast-moving environments where data tells you what needs fixing
today.
✓ Can escalate a 3PL failure at 7am and have a clear update to CS by 10am without being
chased.
✓ Understand the stakes of fulfillment failures on DTC revenue — because you’ve lived
them.
✓ Build your own tracking systems rather than waiting for one to be handed to you.

Do not apply if you…
✘ Come from brick and mortar or traditional retail with no e-commerce experience.
✘ Need daily direction on what to monitor or fix — this role requires self-driven execution.
✘ Are more comfortable escalating problems than owning their resolution.
✘ Prefer slow-moving corporate environments with clearly defined processes for every
scenario.

Why Join Pearl West?
• Real ownership — your stalled order rate shows up on the P&L. You’ll see the direct
impact of your work every month.
• High-growth environment — six brands, multiple channels, active acquisitions. You’ll
never be bored.
• A team that moves — no approval chains for common-sense decisions. If you see a
problem, you own it.
• Build the role — this position is new. You’ll define how it runs and grow with it as we
scale.

Compensation & Benefits
• Salary Range: $700-1000 depending on experience
• Work Arrangement: Fully remote
• Health & Wellness Benefits: Per Pearl West standard benefits package • Growth Path: Natural track toward Fulfillment Manager or SC Operations Lead as Pearl West acquires more brands.

How to Apply

1. Submit your resume with a brief note on your e-commerce fulfillment background.
2. Initial screening call with HR to review fit and expectations.
3. Accomplish online assessment
4. Final interview with the Hiring Manager