DTC Fulfillment Analyst

SharkNinja

10d•Remote

About The Position

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 striving for a superior customer experience everyday.

Requirements

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
Shipment tracking and exception management
Carrier communication and escalation
Data analysis and reporting
Problem solving and root-cause analysis
Cross-functional collaboration
Customer-first mindset

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.