- Manage day-to-day relationships with 3PL partners and lead weekly meetings with their customer experience teams.
- Monitor 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.
- Track inbound shipments and inventory across fulfillment nodes, reconcile against 3PL reporting, and flag shortages and operational risks.
- Coordinate fulfillment readiness for new product launches, including SKU setup, packaging specifications, 3PL onboarding, and test orders.
- Support kitting and bundle fulfillment by confirming component availability, communicating assembly instructions, and creating SOPs.
- Coordinate weekly allocation calls with Marketing and partner with Logistics and Demand Planning on allocation and volume planning.
- Partner with Customer Service to resolve order-level issues and communicate operational next steps to 3PL contacts.
- Report fulfillment performance and audit 3PL issues, including on-time ship rate, error rate, cost per order, damages, and mis-ships.
- Analyze recurring fulfillment issues, recommend process improvements, and maintain and create fulfillment SOPs.
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