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