Order Management & Fulfillment Lead

ABOUT US

At Ana Luisa, we're on a mission to revolutionize the jewelry industry for the better. We believe in creating timeless jewelry using only the finest materials because quality never goes out of style.Our pieces are cherished by over 1 million loyal customers, with more than 50,000 five-star reviews. We're passionate about sustainability, so we've been Climate Neutral Certified since 2021.

Join us at Ana Luisa and become part of a team that values innovation, collaboration, and a shared goal of making beautiful, sustainable jewelry accessible to all. Explore our open roles and start your journey with us today!

Role Overview

The Multichannel Operations Lead runs daily fulfillment across Direct-to-Consumer, Retail, Wholesale, and Marketplace channels. The role owns SLA adherence with our 3PL, invoice audit and dispute recovery, and the trackers that give the operations team visibility into exceptions before they become costs.

Success in this role looks like fewer SLA breaches, faster dispute resolution, and trackers other teams trust without asking twice.

**What You'll Own **

Multichannel Fulfillment Management

• Run daily order fulfillment across Shopify (D2C), Amazon FBA, Retail store orders, Wholesale, and Marketplace channels.
• Monitor SLA performance against the 3PL and escalate delays on the day they occur.
• Align inventory across pre-orders, backorders scenarios, and channel prioritization with the planning team.
• Own retail and amazon order management from submission through delivery, including exception resolution and SLA performances.. 
• Own wholesale B2B from push-to-3PL through delivery, including inventory exception resolution and SLA performances.
• Source of proposition on corrective action plans when fulfillment performance drops below target. 

Order Exceptions Management & CX Coordination

• Run daily order exception management on Fulfil and ShipMonk to identify mapping issues and backlogs blocking fulfillment. Streamline resolution by identifying automation opportunities.
• Serve as the primary point of contact with the 3PL for D2C, Marketplace, Returns, order exceptions, and Retail/Amazon FBA order fulfillment delays.
• Serve as the CX-Ops point of contact for customer requests tied to outbound issues and carrier / 3PL claim submission.
• Run the CX touchbase and close open action items.
• Run the weekly 3PL touchbase and close open action items.
• Support the REDO returns platform and resolve related Ops issues.

3PL Invoice Oversight & Dispute Management

• Reconcile 3PL invoices against contract terms and SLAs.
• Flag billing discrepancies and file disputes with supporting documentation.
• Track every audit and dispute to resolution in a shared tracker.

Tracker & Process Ownership

• Maintain the 3PL Purchase Order / Internal Shipment projects tracker for 3PL  visibility and internal project / SLA tracker.
• Maintain the Amazon cost and order fulfilment tracker.
• Maintain the SM invoice tracker for discrepancy visibility and claim opening.
• Write and update SOPs for owned processes.
• Keep an audit trail for every claim filed.

What You'll Bring:

1. Structured, analytical decision-making.
2. Advanced Excel or Google Sheets: tracking, reconciliation, reporting.
3. Adaptable across shifting priorities and peak season demand (ability to multitask)
4. Previous experience in a direct-to-consumer & Omnichannel fashion brand is a plus.
5. 3 years of experience working order management systems, fulfillment and  reverse logistic (Return, exchange, replacement) workflows a MUST