Dropship Fulfillment Specialist

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