• Act as the primary liaison with our 3PL partner, managing daily operations, performance, and strategic alignment • Negotiate rate cards with fulfillment and transportation partners, identifying potential savings and evaluating the most cost effective way to fulfill our orders • Analyze fulfillment data and 3PL performance metrics; prepare regular reports for senior management on key KPIs (e.g., cost per order, on-time shipping, inventory accuracy) • Monitor and manage all D2C order fulfillment, ensuring SLAs (Service Level Agreements) for order processing, shipping, and delivery are consistently met • Proactively identify and resolve fulfillment and shipping issues, coordinating with the 3PL and carriers to minimize customer impact • Oversee and coordinate all inbound shipments from our overseas factories to the 3PL warehouse(s), ensuring timely receipt, documentation, and inventory accuracy • Manage all outbound bulk (B2B) shipments to our retail partners, ensuring strict compliance with retailer-specific routing guides and delivery windows • Partner with the planning team to manage inventory levels at the 3PL, supporting accurate forecasting and preventing stock-outs or excess inventory • Lead investigations into inventory discrepancies, shipment errors, and customer complaints related to fulfillment • Support the continuous improvement of fulfillment processes, EDI and system integrations (e.g., between NetSuite and the 3PL's WMS), and cost-reduction initiatives • Coordinate RMAs with our customer support team and ensure efficient and accurate transmission of return data across systems