DTC Fulfillment Analyst

SharkNinja•Needham, MA

11d

About The Position

The DTC Fulfillment Analyst monitors and improves end-to-end Order-to-Porch performance for direct-to-consumer shipments. The role reviews shipment and tracking data, proactively manages delivery exceptions, and drives accountability and corrective actions with parcel carriers and distribution center operations partners to support a fast, reliable consumer delivery experience. The analyst works cross-functionally with carriers, customer service, and internal operations teams to resolve delays, prevent recurring delivery issues, and improve the customer experience. The role includes monitoring daily shipments and delivery performance, investigating and coordinating resolution of exceptions, analyzing carrier and delivery trends, maintaining reports and dashboards, and supporting continuous improvement initiatives. Travel may be required up to 10%.

Requirements

Bachelor's degree in Supply Chain, Logistics, Business, or a 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 skills.
Data analysis and reporting skills.
Problem-solving and root-cause analysis skills.
Cross-functional communication and collaboration skills.
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.
Drive carrier accountability through root-cause analysis, follow-ups, and corrective action requests.
Escalate recurring carrier 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 the post-purchase experience by ensuring shipment issues are resolved quickly and accurately.
Identify trends that negatively affect 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.