Job Description:
• Manage day-to-day relationships with 3PL partners and lead weekly customer-experience meetings
• Monitor daily DTC order flow across 3PL nodes to ensure orders are picked, packed, and shipped within SLA
• Track and resolve fulfillment exceptions, including backorders, mis-picks, damaged inventory, and shipping delays
• Issue and track billbacks up to $50,000 when appropriate
• Track inbound shipments, inventory levels, product SKUs, and packaging/merchandise across fulfillment nodes
• Flag shortages, risks, and real-time needs across teams
• Coordinate fulfillment readiness for new product launches, including SKU setup, packaging specifications, 3PL onboarding, promotions, and test orders
• Support kitting and bundle fulfillment and create supporting SOPs
• Support Procurement in evaluating cost-effective packout options, box sourcing, and test shipments
• Coordinate weekly allocation calls with Marketing and drive operational next steps
• Partner with Customer Service to resolve order-level issues and communicate with Stord
• Support peak-season and promotional volume planning with Logistics, Marketing, and Demand Planning
• Report fulfillment performance metrics and conduct monthly audits of 3PL issues
• Analyze recurring fulfillment issues and recommend corrective actions and process improvements
• Maintain existing fulfillment SOPs and create new SOPs as processes change
• Make day-to-day DTC fulfillment decisions with 3PL partners
• Perform other related duties and special projects as assigned
• Report to the Sr. Logistics Manager
Requirements:
• Must reside in the United States
• 21 years of age or older at the time of application
• 4+ years of experience in e-commerce operations, fulfillment, logistics, or supply chain
• Experience working directly with 3PL partners in a DTC or e-commerce environment; any product category is acceptable
• Hands-on experience with a WMS or 3PL portal and a DTC order management platform (e.g., Shopify)
• Working proficiency in Excel or Google Sheets, including lookups, pivot tables, and basic reporting
• Availability to respond to urgent business matters outside standard business hours when necessary
• Fulfillment experience in beverage, CPG, or regulated products is nice to have
• Experience managing kitting or bundle SKUs is nice to have
• Experience supporting both DTC and wholesale fulfillment channels is nice to have
Benefits:
• Unlimited Paid Time Off
• Paid sick leave in accordance with state and local laws
• Healthcare coverage: up to 90% company contribution for employees and 25% for dependents
• Voluntary vision, dental, and accidental plans
• 401(k) with up to 4% company match
• Free financial coaching
• Student loan match support
• 529 education savings accounts
• 12 weeks of paid Equal Parental Leave
• $500 Baby Bonding Bucks
• Sustainable baby gift
• Dedicated parental leave support, including a personalized dashboard, full pay transparency, and a specialist to handle every logistical detail
• Product and soft goods discounts & perks
• Flexible hours
• Let My People Go Surfing book provided to every new hire on day one