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

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 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
• 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
• 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

Returns Monitoring & Management

Supplier Management

Qualifications and Competencies