Customer service

PositionTitle: E-commerce Pick Packer & Customer Service

Department: Operations / Warehouse

Reports To: Operations Manager / Warehouse Supervisor

Employment Type: [Casual with view of Full Time]

Position PurposeThe E-commerce Pick Packer & Customer Service role is responsible for accurately picking, packing, and dispatching online orders while also providing professional and timely customer service support. This role is critical to ensuring order accuracy, fast dispatch, and a positive customer experience.

1. Key Responsibilities Order Fulfilment (Primary) Accurately pick products according to online orders
2. Pack orders securely and in line with company standards
3. Prepare orders for dispatch, including labelling and documentation
4. Ensure all orders meet quality, accuracy, and presentation standards
5. Meet daily dispatch deadlines and productivity targets
6. Maintain a clean, organised, and safe packing area
7. Inventory & Warehouse Support Assist with stock receiving, checking, and put-away
8. Report stock discrepancies, damages, or shortages
9. Participate in stocktakes as required
10. Follow inventory control procedures
11. Customer Service Respond to customer enquiries via email, phone, or online platforms
12. Assist customers with order tracking, delivery issues, and basic product questions
13. Resolve customer issues professionally and escalate when required
14. Maintain accurate records of customer interactions
15. Represent the company in a polite, professional, and brand-aligned manner
16. Skills & ExperiencePrevious experience in e-commerce, warehousing, or order fulfilment preferred
17. Customer service experience highly regarded
18. Strong attention to detail and accuracy
19. Ability to work efficiently in a fast-paced environment
20. Good written and verbal communication skills
21. Basic computer skills (order systems, emails, inventory software)
22. Ability to work independently and as part of a team
23. Physical Requirements Ability to stand for extended periods
24. Ability to lift and move cartons (up to [15 kg] kg)
25. Repetitive picking, packing, and manual handling tasks
26. Personal Attributes Reliable and punctual
27. Positive attitude and strong work ethic
28. Organised and process-driven
29. Customer-focused mindset
30. Ability to remain calm under pressure
31. Compliance & Safety Follow all workplace health and safety policies
32. Adhere to company SOPs and quality standards
33. Maintain confidentiality of customer and business information