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