Fulfilment Officer

Purpose of the role:

To manage the end-to-end processes of Ship From Store (SFS) and Collect From Store (CFS) orders, ensuring timely preparation, accuracy, and customer satisfaction. The Fulfilment Officer also supports daily receiving and pullback activities, maintaining smooth coordination between online and store operations.

Roles, responsibility and authority:

Order Fulfilment (SFS & CFS)

• Manage the complete fulfilment cycle for online orders, ensuring orders are picked, packed, labeled, and delivered within agreed timelines.


• Confirm order readiness in the system and physically verify accuracy before handover to courier or customer.


• Maintain proper packaging, labeling, and storage of orders in secure and CCTV-monitored areas.


• Escalate delays or issues that may impact order readiness to the Operations Manager.

Stock Accuracy & Inventory Coordination

• Monitor and report stock discrepancies, ensuring issues are escalated to the Inventory Coordinator and store management.


• Assist in receiving and sending shipments.


• Support return-to-stock processes for canceled or returned online orders.

Customer Experience

• Ensure customers receive complete, accurate, and well-prepared orders.


• Contact customers for overdue CFS orders (7+ days) and assist them in completing the collection.


• Provide professional support to store teams and customers for fulfilment-related inquiries.

Compliance & Reporting

• Ensure compliance with company fulfilment standards, stock policies, and security protocols.


• Prepare and share updates on fulfilment status, challenges, and variances with the Operations Manager.


• Maintain clear documentation of handovers, returns, and variances.

Hygiene, Uniform, and Attendance

• Maintain good personal hygiene and follow the company’s uniform standards.


• Be punctual and comply with attendance requirements.


• Stay in the assigned work area during working hours, except for approved breaks.

Required Qualifications:

• High school diploma or equivalent.


• Previous experience in retail, warehouse, or logistics (preferred).


• Basic computer and English communication skills.


• Physically fit to lift/move items up to 20 kg and work on feet for long hours.


• Flexible to work shifts, weekends, and holidays.