Role SummaryThe Fulfillment Controller is the single point of ownership for all orders after they leave our facility.This role exists to ensure that every order:Is correctly handed over to the 3PL Is delivered on time Reaches the customer in perfect condition You will be responsible for eliminating delays, reducing failed deliveries, and holding our fulfillment partners accountable. Core Responsibilities1. Daily Order ReconciliationMatch: Orders created (Shopify) Orders handed to 3PL Orders successfully delivered Identify and resolve mismatches immediately 2. 3PL Performance Management Track: Pending shipments Failed deliveries Delays beyond SLA Escalate issues daily with 3PL account managers Maintain pressure until resolution 3. Returns & Reverse LogisticsTrack all returned orders Ensure: Fast return to warehouse Immediate QC check Fast restocking Reduce return cycle time to minimum 4. Issue Resolution & EscalationOwn all fulfillment-related problems: Lost shipments Damaged items Opened/tampered packages Coordinate internally (QC / Production) and externally (3PL) Ensure customer-impacting issues are minimized 5. Reporting & VisibilityMaintain a daily dashboard including: Orders shipped vs delivered Delivery success rate Average delivery time Failed delivery reasons Provide clear daily and weekly reports to founders KPIs (Non-Negotiable)Delivery success rate (%) Average delivery time % of failed deliveries Return cycle time # of unresolved orders > 48 hours Required Profile1–3 years experience in logistics, fulfillment, or operations Strong attention to detail (critical) Comfortable working with data, tracking sheets, dashboards High sense of ownership and urgency Able to handle pressure and constant follow-ups