Dropship Fulfillment Specialist

WORK LOCATION DETAILS Work Location: Home Office - Coppell, TX Work Schedule: Hybrid Onsite: Tuesdays, Wednesdays, and Thursdays Work from Home: Mondays and Fridays Dropship Fulfillment Specialist Job Summary 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 Returns Monitoring & Management 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 escalate appropriately Partner with Customer Care, Finance, and Merchandising to resolve return disputes and chargebacks Provide return insights and root-cause analysis to inform supplier scorecards and corrective actions Supplier Management Act as primary operational contact for dropship supplier’s post-launch Enforce fulfillment and returns SLAs, shipping standards, and packaging requirements Manage supplier performance scorecards (on-time ship, fill rate, defect rate, return rate) Coordinate corrective action plans with underperforming suppliers Support onboarding and training of suppliers on fulfillment and returns processes Qualifications and Competencies Bachelor’s degree required in Business, Supply Chain, Operations, Analytics, or a related field 1+ year of ecommerce fulfillment experience preferred; dropship fulfillment knowledge a plus Familiarity with Order Management Systems (OMS) and proficiency in Microsoft Excel and PowerPoint Strong analytical skills with the ability to interpret key metrics and support data-driven decision making Ability to monitor operational workflows, identify issues, and escalate risks in a timely manner Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment Eagerness to learn, adapt, and grow within ecommerce operations and supply chain functions Strong teamwork, communication, and interpersonal skills, with the ability to collaborate effectively across internal teams and external suppliers