About Arbor
At Arbor, we’re revolutionizing the home-improvement supply chain by seamlessly connecting manufacturers, warehouses, and carriers. Our managed marketplace ensures customers receive complete, on-time deliveries without the hassle of juggling vendors. Join us to own the end-to-end order management process, from sourcing the best products and pricing to delivering exceptional results for builders and homeowners.
Role Overview
As our Order Fulfillment Subject-Matter Expert (SME), you’ll be the single point of accountability for every order—from the moment a customer places it to successful delivery. In our managed marketplace, you’ll drive the full order-to-cash lifecycle: sourcing from optimal vendors for the best pricing, validating and routing orders, managing exceptions, and ensuring seamless fulfillment. You’ll collaborate with customer support, vendors, and carriers to deliver white-glove service, while continuously optimizing processes for efficiency and cost savings. This individual-contributor role offers high ownership, no direct reports, and the opportunity to innovate in a dynamic, remote environment.
Key Responsibilities
End-to-End Order Management
- Own the complete order-to-cash process: from receiving and validating sales orders to final customer delivery, ensuring accuracy and timeliness.
- Source products from the best vendors in our marketplace, evaluating options for optimal pricing, availability, and reliability to meet customer needs.
Order Execution & Routing
- Release and validate orders, allocate inventory, and determine sourcing paths (in-stock, transfer, drop-ship) while securing competitive pricing.
- Book shipments via less-than-truckload (LTL), parcel, or dedicated carriers, issuing Bills of Lading (BOLs) and labels to maintain order accuracy above 98%.
Exception Resolution & Customer Experience
- Triage and resolve issues like late purchase orders, carrier delays, backorders, or damage claims in under 24 hours, acting as the first escalation point.
- Proactively communicate updates to customers and vendors, maintaining transparency and turning challenges into positive experiences.
Process Optimization & Automation
- Map and document end-to-end workflows in clear Standard Operating Procedures (SOPs) and checklists within your first 90 days.
- Identify bottlenecks, implement improvements (e.g., low-code automations), and partner with engineering to automate manual steps and build scalable dashboards.
Performance Tracking & Reporting
- Monitor key metrics via dashboards: order accuracy, On-Time In-Full (OTIF), transit times, damage rates, and cost per order, targeting 95%+ OTIF.
- Analyze trends, surface risks, and lead data-driven projects to reduce cycle times, lower costs, and enhance overall efficiency.
Vendor & Carrier Collaboration
- Select and coordinate with warehouses, drop-ship vendors, and carriers to optimize scheduling, routing, service levels, and pricing negotiations.
- Maintain scorecards, conduct quarterly reviews, and drive corrective actions to ensure competitive costs and high performance.
Systems & Data
- Utilize Order Management Systems (OMS), Warehouse Management Systems (WMS), or Transportation Management Systems (TMS) integrations for seamless operations.
- Create ad-hoc reports using Excel, Google Sheets, or basic SQL, flagging system gaps and collaborating on automation opportunities.
What You’ll Gain
- Career Growth: Lead impactful projects in order-to-cash optimization and vendor sourcing, advancing your expertise in supply chain and marketplace operations.
- Autonomy & Impact: Fully own the order lifecycle, directly boosting customer satisfaction and operational success in a fast-growing startup.
- Supportive Culture: Enjoy a collaborative, remote team with flexible hours, exposure to tools like NetSuite or ShipStation, and opportunities for continuous improvement.
Required Qualifications
- 4+ years of U.S.-based experience in end-to-end order management or fulfillment, including sourcing from vendors, pricing evaluation, order release, inventory allocation, carrier booking, and last-mile delivery.
- Proficiency with at least one OMS, WMS, or TMS platform (e.g., NetSuite, ShipStation, Extensiv) and strong skills in spreadsheets or BI tools (e.g., VLOOKUP, PivotTables, basic cost math for margins and freight).
- Proven success in improving OTIF, reducing cycle times, lowering damage rates, or optimizing vendor sourcing for cost and efficiency.
- Excellent communication skills to negotiate with vendors, resolve customer issues, and draft clear updates.
- Authorized to work in the United States with ability to maintain a 4-hour Pacific Time overlap.
- Analytical, results-oriented mindset with a passion for owning problems in a high-velocity e-commerce environment.
Success Metrics
- Achieve ≥98% order accuracy from sourcing to delivery.
- Maintain ≥95% OTIF across all shipping lanes.
- Resolve fulfillment-related tickets in <24 hours on average.
- Document all core workflows and implement initial optimizations within your first 90 days.
