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Role Description

The DTC Fulfillment Analyst is responsible for monitoring and improving end-to-end Order-to-Porch performance for direct-to-consumer shipments. This role reviews daily shipment and tracking data, proactively manages delivery exceptions, and drives accountability and corrective actions with parcel carriers and DC operations partners to ensure a fast, reliable, and positive consumer delivery experience.

The ideal candidate is highly detail-oriented, data-driven, and comfortable working cross-functionally with carriers, customer service, and internal operations teams to resolve delays, prevent recurring delivery issues and strive for a superior customer experience every day.

Key Responsibilities

• Order-to-Porch Performance
  • Monitor daily DTC shipment activity and tracking status to ensure on-time delivery performance.
  • Identify at-risk, delayed, or stalled shipments and take proactive action to resolve issues.
  • Track and report Order-to-Porch lead time performance against service level targets.
  • Present ideas for Order-to-Porch lead time improvements for alignment and implementation.
• Carrier Management & Accountability
  • Act as a primary point of contact for parcel carriers regarding delivery delays, exceptions, and service failures.
  • Drive carrier accountability through root-cause analysis, follow-ups, and corrective action requests.
  • Escalate recurring issues and support carrier performance reviews with data and insights.
• Exception Management
  • Investigate delivery exceptions including pickup and in-transit delays, misroutes, failed delivery attempts, and lost or damaged shipments.
  • Coordinate resolutions with carriers, fulfillment centers, and customer service teams.
  • Ensure timely and accurate updates are communicated to internal stakeholders.
• Consumer Experience Support
  • Partner with Customer Experience teams to minimize consumer impact from delivery delays.
  • Support post-purchase experience by ensuring shipment issues are resolved quickly and accurately.
  • Identify trends that negatively impact consumer satisfaction and recommend process improvements.
• Reporting & Continuous Improvement
  • Maintain dashboards and reports related to shipment status, delivery performance, and carrier KPIs.
  • Analyze trends to identify opportunities to improve speed, reliability, and cost.
  • Support continuous improvement initiatives focused on reducing delivery delays and exceptions.

Qualifications

• Required
  • Bachelor’s degree in Supply Chain, Logistics, Business, or related field (or equivalent experience).
  • 1–3 years of experience in logistics, transportation, fulfillment, or e-commerce operations.
  • Experience working with parcel carriers and shipment tracking systems.
  • Strong analytical skills and comfort working with large data sets.
  • High attention to detail and strong follow-through.
• Preferred
  • Experience supporting DTC or e-commerce fulfillment operations.
  • Familiarity with Order Management Systems (OMS), Transportation Management Systems (TMS), or carrier portals.
  • Experience with carrier performance metrics and service level management.

Requirements

• Travel Required - up to 10%

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Health savings accounts (HSA) with company contribution
• 401(k) retirement plan with matching
• Employee stock purchase program
• Life insurance
• AD&D
• Short-term disability insurance
• Long-term disability insurance
• Generous paid time off
• Company holidays
• Parental leave
• Identity theft protection
• Pet insurance
• Pre-paid legal insurance
• Back-up child and eldercare days
• Product discounts
• Referral bonus program
• And more