[Hiring] Order Fulfillment Specialist @Pearl West

Role Description

As Pearl West scales across multiple brands and fulfillment channels, we’re creating a dedicated Order Fulfillment Specialist to own the critical last mile: from the moment a product leaves our warehouse to the moment it lands in a customer’s hands. This role is the operational bridge between Supply Chain and Customer Service — eliminating ownership gaps, reducing fulfillment failures, and keeping both teams focused on what they do best.

This is a high-ownership, execution-first role. You’ll monitor orders in real time, identify stalled or failed shipments before customers do, escalate issues to the right people, and hold 3PL partners accountable. You won’t wait to be told there’s a problem — you’ll be the one who finds it first.

T H E H A N D O F F L I N E

• Supply Chain owns: Procurement → Warehouse → 3PL Pick-Up
• This role owns: 3PL Dispatch → Carrier Tracking → Confirmed Delivery to Customer
• Customer Service owns: Post-Delivery → Customer Contact → Resolution

Qualifications

• E-commerce operations experience — DTC or marketplace, not brick and mortar.
• Amazon platform fluency — Seller Central, FBA/FBM, or MCF at working proficiency.
• Order management proficiency — comfortable navigating OMS platforms and interpreting tracking data at volume.
• Google Sheets — strong working proficiency for tracking, reporting, and flagging data independently.
• 3PL coordination experience — you’ve held logistics partners accountable, not just monitored them.
• Clear written communication — you escalate concisely and without fluff.

Requirements

• 2+ years in an e-commerce operations, fulfillment coordination, or supply chain support role.
• Direct hands-on experience with 3PL providers and carrier networks — not just visibility tools.
• No specific degree required. Relevant supply chain or logistics certifications are a plus.

Benefits

• Salary Range: $700-1000 depending on experience
• Work Arrangement: Fully remote
• Health & Wellness Benefits: Per Pearl West standard benefits package
• Growth Path: Natural track toward Fulfillment Manager or SC Operations Lead as Pearl West acquires more brands.

Success Benchmarks (30-60-90 Days)

• First 30 Days — Learn the Landscape
  • Gain full access to and working knowledge of OMS and all active fulfillment channels across brands.
  • Complete a full audit of current open orders and identify any existing stalled shipments or unresolved 3PL issues.
  • Build working relationships with Supply Chain lead and CS Team Lead to understand current pain points and communication gaps.
  • Shadow existing escalation workflows and document where handoffs currently break down.
• First 60 Days — Own the Process
  • Fully own daily order monitoring across all active fulfillment channels with zero reliance on CS or SC to surface issues.
  • Establish the escalation protocol with CS and SC — both teams know exactly when and how to loop you in.
  • Begin tracking and presenting stalled order rate, resolution time, and 3PL SLA compliance at weekly L10.
  • Identify the first chargeback recovery opportunity and initiate documentation with Supply Chain.
• First 90 Days — Drive the Number
  • Stalled order rate consistently below 1% with a documented system for daily monitoring and early detection.
  • Fulfillment escalations no longer land in CS’s lap — agents are responding to customers with accurate info already provided.
  • At least one completed chargeback recovery cycle submitted with full documentation.
  • Leadership has full visibility into fulfillment health through weekly reports — no P&L surprises.

Who Should Apply?

• ✅ Apply if you…
  • Spot a stalled order in a dashboard before anyone asks you to look.
  • Thrive in high-volume, fast-moving environments where data tells you what needs fixing today.
  • Can escalate a 3PL failure at 7am and have a clear update to CS by 10am without being chased.
  • Understand the stakes of fulfillment failures on DTC revenue — because you’ve lived them.
  • Build your own tracking systems rather than waiting for one to be handed to you.
• 🚫 Do not apply if you…
  • Come from brick and mortar or traditional retail with no e-commerce experience.
  • Need daily direction on what to monitor or fix — this role requires self-driven execution.
  • Are more comfortable escalating problems than owning their resolution.
  • Prefer slow-moving corporate environments with clearly defined processes for every scenario.