Dropship Operations & Supplier Performance Lead

At Home; Coppell (TX); Hybrid; USD 50,000 - 70,000; Full time

Job summary

At Home is seeking a Dropship Fulfillment Specialist to partner with Operations, IT, Customer Care, and suppliers to manage end-to-end dropship order fulfillment and returns. You will monitor daily order flow, resolve exceptions, enforce SLAs, and drive supplier performance to protect margins and ensure a seamless customer experience.

The role requires collaboration across teams, familiarity with OMS, and strong analytical and communication skills.

Qualifications

• 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 elevate 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.

Responsibilities

• 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.

Skills

OMS familiarity

Excel

PowerPoint

Analytical skills

Multitasking

Communication

Teamwork

Education

Bachelor's degree in Business / Supply Chain / Operations / Analytics

Job description

At Home is seeking a Dropship Fulfillment Specialist to partner with Operations, IT, Customer Care, and suppliers to manage end-to-end dropship order fulfillment and returns. You will monitor daily order flow, resolve exceptions, enforce SLAs, and drive supplier performance to protect margins and ensure a seamless customer experience.

The role requires collaboration across teams, familiarity with OMS, and strong analytical and communication skills.