Job Purpose
The Ecommerce Fulfilment Assistant is responsible support the efficient processing and fulfilment of all online orders, ensuring accuracy, timeliness, and compliance with company standards for Adventure HQ. Assist the Ecommerce Executive in achieving fulfilment KPIs and operational goals while maintaining high standards of customer satisfaction.
Roles and responsibilities
1. Order Fulfilment
- Pick, pack, and prepare online & marketplace orders accurately according to company SOPs.
- Verify order details including SKU, price, quantity, and quality checks.
- Ensure timely dispatch of orders from all pickup locations and coordinate with logistics partners.
- Ensure timely and accurate invoicing of all online & marketplace orders.
- Validate delivery fees charged by logistics partners by maintaining accurate delivery trackers and reconciling invoices against completed deliveries.
2. Inventory Support
- Assist in monitoring stock levels and updating the system accurately.
- Conduct regular stock counts and identify discrepancies.
- Report stock shortages or issues promptly to the Ecommerce Executive.
3. Returns & Exchanges
- Process returns and exchanges accurately and in a timely manner.
- Inspect returned items and update records in the system.
4. Customer Support Assistance
- Support customer queries regarding order status, returns, and delivery issues.
- Escalate complex issues to the Ecommerce Executive & Customer Support.
5. Compliance & Safety
- Follow all safety and operational procedures in the fulfilment area.
- Ensure adherence to company policies and standards.
6. Support Continuous Improvement
- Provide feedback on process inefficiencies to the Ecommerce Executive.
- Suggest actionable improvements to enhance efficiency.
Qualifications
- High school diploma or equivalent; diploma/degree in Business, E-commerce, Logistics, Retail Management, or a related field is an advantage.
- 2-4 years of relevant experience in e-commerce fulfilment, retail operations, consumer electronics, or a similar specialized retail environment, warehouse operations, order processing, or a similar role.
- Experience handling high-value and specialized products, with strong attention to product details, SKU accuracy, product condition, and order verification.
- Previous experience in online order processing, picking and packing, inventory handling, returns, exchanges, and order fulfilment.
- Experience working with retail/e-commerce systems, POS, ERP, inventory management, or order management platforms.
- Good working knowledge of Microsoft Excel, including maintaining trackers and performing basic reconciliations.
- Strong attention to detail and a high level of accuracy, particularly when handling high-value products and customer orders.
- Good organisational, communication, and time-management skills.
- Ability to work effectively in a fast-paced retail/e-commerce environment and meet fulfilment deadlines.
- Customer-focused, proactive, and able to coordinate effectively with stores, internal teams, and logistics partners.
- Good numerical and analytical skills, particularly for checking orders, inventory, invoices, and delivery records.
- Prior experience handling high-value, technical, or specialized products will be an advantage.
Skills & Competencies
- Excellent written and verbal communication skills
- Strong customer service and problem-solving ability
- Ability to multitask and manage high inquiry volumes
- Attention to detail and accuracy
- Knowledge of e-commerce platforms and customer support tools
- Time management and organizational skills
- Patience and professionalism
- Team collaboration and adaptability
- Ability to work in a fast-paced environment
- Customer-focused and results-oriented mindset
