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 deliveryResolve fulfillment exceptions (delays, cancellations, inventory mismatches, shipping issues)Coordinate with Customer Care on dropship-related escalationsTrack SLA performance (ship time, delivery time, cancellation rate) and flag risks earlyPartner with IT and Operations to improve dropship workflows and automationMonitor dropship return activity, reasons, and trends by supplier and categoryEnsure suppliers adhere to At Home return policies, timelines, and refund standardsIdentify return-related issues impacting margin or customer experience and escalate appropriatelyPartner with Customer Care, Finance, and Merchandising to resolve return disputes and chargebacksProvide return insights and root-cause analysis to inform supplier scorecards and corrective actionsAct as primary operational contact for dropship supplier’s post-launchEnforce fulfillment and returns SLAs, shipping standards, and packaging requirementsManage supplier performance scorecards (on-time ship, fill rate, defect rate, return rate)Coordinate corrective action plans with underperforming suppliersSupport onboarding and training of suppliers on fulfillment and returns processesBachelor’s degree required in Business, Supply Chain, Operations, Analytics, or a related field1+ year of ecommerce fulfillment experience preferred; dropship fulfillment knowledge a plusFamiliarity with Order Management Systems (OMS) and proficiency in Microsoft Excel and PowerPointStrong analytical skills with the ability to interpret key metrics and support data-driven decision makingAbility to monitor operational workflows, identify issues, and escalate risks in a timely mannerStrong organizational skills with the ability to manage multiple priorities in a fast-paced environmentEagerness to learn, adapt, and grow within ecommerce operations and supply chain functionsStrong 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