E-Commerce Fulfillment Specialist

What You'll Do:

This is the role that gets every online order to the customer's door, accurately and on time. As an E-Commerce Fulfillment Specialist, you'll report to the Sr. Logistics Manager and manage our 3PL partners day-to-day. You'll also be the operational link between our New Product Innovation (NPI) team and Direct-to-Consumer (DTC) fulfillment as we launch new products and grow direct-to-consumer across our brands.

Responsibilities:

• Manage the day-to-day relationship with our 3PL partners, including leading the weekly meeting with their customer experience team to troubleshoot open issues, make operational decisions, and hold partners accountable
• Monitor daily DTC order flow across 3PL nodes so orders are picked, packed, and shipped within SLA
• Track and resolve fulfillment exceptions, including backorders, mis-picks, damaged inventory, and shipping delays, with 3PL contacts; determine appropriate next steps and issue and track billbacks up to $50,000.00 when appropriate
• Track and maintain inbound shipments and inventory levels across fulfillment nodes, including product SKUs and packaging/merch (boxes, glassware, mugs, stickers), allocation to each node, and reconciliation against 3PL reporting. Use live DTC activity and incoming inventory to flag shortages, risks, and real-time needs across teams
• Coordinate fulfillment readiness for new product launches, including new SKU setup, packaging specs, and 3PL onboarding ahead of launch, onboarding of new items and promotions, and test order execution. Provide the operational green light once fulfillment requirements are complete.
• Support kitting and bundle fulfillment by confirming component availability, communicating assembly instructions to 3PLs, and creating supporting SOPs
• Support Procurement in vetting packout options for cost-effectiveness, including working with Stord procurement on box sourcing and test shipments
• Coordinate the weekly allocation call with Marketing and drive operational next steps. Partner with Sr Logistics Manager and Demand Planning on allocation decisions using live DTC actuals and current inventory needs.
• Partner with Customer Service to resolve order-level issues, including wrong items, late deliveries, lost packages, damages, and mis-ships; determine operational next steps and communicate directly with Stord
• Partner with Logistics, Marketing, and Demand Planning to provide fulfillment inputs and execute on priorities, including peak-season and promotional volume planning
• Report fulfillment performance, including on-time ship rate, error rate, cost per order, damages, and mis-ships on a regular cadence, including a monthly audit of 3PL issues and findings
• Analyze recurring fulfillment issues, determine corrective actions, and recommend process improvements
• Maintain existing fulfillment SOPs and create new SOPs as processes change and the business grows
• Make day-to-day DTC fulfillment decisions with 3PL partners, including resolving exceptions, adjusting execution within established parameters, and recommending or implementing process changes as appropriate
• Perform other related duties, responsibilities, and special projects as assigned based on business needs and organizational priorities

Must Haves:

• 21 years of age or older at the time of application
• 4+ years of experience in e-commerce operations, fulfillment, logistics, or supply chain
• Experience working directly with 3PL partners in a DTC or e-commerce environment; any product category is acceptable
• Hands-on experience with a WMS or 3PL portal and a DTC order management platform (e.g., Shopify)
• Working proficiency in Excel or Google Sheets (lookups, pivot tables, basic reporting)
• Availability to respond to urgent business matters outside standard business hours when necessary

Nice to Haves:

• Fulfillment experience in beverage, CPG, or regulated products (alcohol, THC/hemp-derived)
• Experience managing kitting or bundle SKUs
• Experience supporting both DTC and wholesale fulfillment channels

You must reside in the United States to be considered for this position.