E-commerce warehouse assistant job description
A comprehensive job description template for e-commerce warehouse assistant positions in Australian online retail businesses. Covers order processing, pick and pack, returns handling, multi-channel inventory management and quality control aligned with the Storage Services and Wholesale Award.
E-commerce warehouse assistant job description
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About the e-commerce warehouse assistant role
An e-commerce warehouse assistant is responsible for processing online orders from picking through dispatch, handling returns, maintaining multi-channel inventory accuracy and ensuring quality standards that directly impact customer satisfaction. The role is critical for meeting delivery commitments and maintaining brand reputation in online retail.
In Australia, e-commerce warehouse assistants are typically covered by the Storage Services and Wholesale Award 2020 (MA000084). Classification levels generally start at Level 1 for basic picking and packing duties and progress to Level 2 with increased responsibilities including returns processing, quality control or systems operation.
This template provides a foundation for creating clear, compliant job descriptions that attract candidates with attention to detail, computer literacy and customer focus. Once hired, simplify employee onboarding with HR software and manage your e-commerce warehouse team efficiently with logistics rostering software that handles peak periods and variable demand.
Key responsibilities
Core duties included in this job description template
Order processing
Pick online orders accurately using e-commerce order management systems, verify customer requirements and ensure correct items are selected for each order.
Pick and pack
Carefully pack items for direct-to-consumer shipping with appropriate protective materials, branded packaging and presentation that reflects your brand standards.
Returns handling
Process customer returns efficiently, inspect returned items for condition, update inventory systems and coordinate refunds or exchanges with customer service teams.
Inventory updates
Maintain accurate stock levels across multiple sales channels (website, marketplaces, retail), process inventory adjustments and report discrepancies promptly.
Quality control
Inspect items before packing, verify order accuracy, check product condition and ensure packaging meets brand presentation standards for customer satisfaction.
Dispatch preparation
Generate shipping labels, arrange courier pickups, meet dispatch cut-off times and prepare orders for same-day or next-day delivery commitments.
Essential skills
What to look for in e-commerce warehouse assistant candidates
Attention to detail
Exceptional accuracy in order picking, packing and quality checking to minimise returns and maintain customer satisfaction.
Speed and accuracy
Ability to work efficiently during peak periods while maintaining high accuracy standards for order fulfilment.
Computer skills
Proficiency with e-commerce platforms, order management systems, shipping software and basic troubleshooting.
Physical fitness
Capability to stand for extended periods, walk throughout the warehouse and handle packages of varying weights.
Customer focus
Understanding that each order represents a customer and maintaining high standards for packaging presentation and accuracy.
Time management
Prioritising urgent orders, managing multiple tasks and meeting dispatch deadlines for same-day and next-day delivery.
Qualifications and requirements
E-commerce warehouse assistant positions require attention to detail, computer literacy and customer focus. While formal qualifications are not essential, practical experience with e-commerce platforms and order fulfilment is highly valued. This template distinguishes between essential requirements and desirable skills.
- Attention to detail (Essential)
Essential accuracy for order picking and quality control
- Computer literacy (Essential)
Ability to use e-commerce and order management systems
- Physical fitness (Essential)
Capability to perform manual handling and stand for extended periods
- E-commerce platform experience (Desirable)
Previous experience with Shopify, WooCommerce or similar platforms
- Previous fulfilment experience (Desirable)
Experience in online retail, fulfilment centres or e-commerce warehouses
- Returns processing knowledge (Desirable)
Understanding of returns workflows and customer service principles
- Product photography skills (Desirable)
Basic photography skills for damaged items or inventory documentation
- Multi-channel experience (Desirable)
Experience managing inventory across multiple sales channels (website, Amazon, eBay, retail)
- Peak season experience (Desirable)
Experience working through Black Friday, EOFY, Click Frenzy or Christmas peak periods
Working conditions
Set clear expectations about the e-commerce warehouse work environment
- Fast-paced e-commerce fulfilment environment with daily dispatch deadlines
- Standing, walking and manual handling throughout shifts with packages up to 20kg
- Variable hours based on order volumes with potential for extended hours during peak periods
- Working with multiple computer systems including e-commerce platforms and shipping software
- Clean, organised warehouse environment with climate control in packing areas
- Peak trading periods require additional availability (sales events, EOFY, Christmas)
Award coverage
Understanding the Storage Services and Wholesale Award
Storage services and wholesale award 2020
Most e-commerce warehouse assistant positions are covered by the Storage Services and Wholesale Award 2020 (MA000084). This modern award sets minimum pay rates, penalty rates, allowances and conditions for employees in warehousing, storage and order fulfilment operations. View current Storage Services Award pay rates.
The award classifies employees across multiple levels. An e-commerce warehouse assistant typically starts at Level 1 (basic picking and packing) or Level 2 (experienced with system operation, returns processing or quality control). Use award interpretation software to calculate pay accurately.
Penalty rates and allowances
E-commerce warehouse assistants are entitled to penalty rates for work performed outside standard hours. This includes higher rates for Saturdays (150%), Sundays (200%), public holidays (250%) and shift work penalties for afternoon or night shifts. Casual employees receive a 25% loading in lieu of leave entitlements.
Specific rates depend on the employee's classification level and employment type. Ensure your payroll system correctly applies all applicable loadings and penalties, particularly during peak trading periods like Black Friday or Christmas when extended hours are common.
Career progression
E-commerce warehouse assistants can progress to senior fulfilment roles, inventory coordinators, warehouse supervisors, e-commerce operations specialists or customer experience roles. Building expertise in e-commerce platforms, developing process improvement skills and gaining qualifications in supply chain or operations management opens advancement opportunities.
Many online retail businesses offer professional development and promote from within, making e-commerce warehouse assistant roles excellent entry points to e-commerce, logistics and retail operations careers.
Who should use this template?
This job description template is designed for Australian e-commerce and online retail businesses
Whether you run an online store, fulfilment centre or multi-channel retail operation, clear job descriptions help attract detail-oriented candidates with customer focus and e-commerce experience.
How to use this template
Tips for customising the e-commerce warehouse assistant job description for your operation
Specify your platforms
Detail the specific e-commerce platforms (Shopify, WooCommerce), marketplaces (Amazon, eBay) and shipping systems your business uses.
Describe your products
Provide context about product types, sizes, fragility and any special handling requirements to set clear expectations.
Outline delivery commitments
Clarify same-day, next-day or standard delivery promises and how these affect daily dispatch deadlines and work pace.
Communicate peak periods
Identify key sales events (Black Friday, EOFY, Click Frenzy, Christmas) and expectations for additional hours or availability.
Verify award classification
Confirm the appropriate classification level under the Storage Services and Wholesale Award based on duties and responsibilities.
Highlight brand values
Emphasise customer focus, quality standards and how the role directly impacts customer satisfaction and brand reputation.
Legal disclaimer
This template is designed to reflect Australian workplace standards and e-commerce logistics industry practices at the time of publication. It is provided as a general guide only and does not constitute legal advice.
You should review and tailor this template to suit your business, operations and specific requirements. Confirm the applicable modern award for your business and support compliance with all relevant employment laws. For complex situations, seek independent legal or HR advice.
Frequently asked questions
Common questions about e-commerce warehouse assistant job descriptions, qualifications and employment in Australian online retail
- An e-commerce warehouse assistant processes online orders from picking through dispatch. They handle order fulfilment, returns processing, inventory updates and quality control for e-commerce operations. Most positions are covered by the Storage Services and Wholesale Award (MA000084).
- E-commerce warehouse assistants focus on individual consumer orders rather than bulk picking, handle frequent returns and exchanges, often process multi-channel orders from various platforms, and require stronger attention to detail for direct-to-consumer packaging and presentation. They work more with e-commerce systems and customer-facing packaging standards.
- E-commerce warehouse assistant positions are typically covered by the Storage Services and Wholesale Award 2020 (MA000084). This modern award applies to storage services, warehousing and order fulfilment operations. Always verify which award applies to your specific business operations.
- Under the Storage Services and Wholesale Award, e-commerce warehouse assistants typically start at Level 1 (basic picking and packing) or Level 2 (experienced with system operation). Those handling returns processing or quality control may be classified at Level 2 or higher depending on responsibilities and autonomy.
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View templateRegulatory sources
This job description is aligned with Australian workplace award requirements.
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Disclaimer
This document is a general job description template provided for informational purposes only. It is not legal advice and may not reflect the latest changes in legislation or apply to every workplace situation. RosterElf Pty Ltd and the template provider accept no liability for any loss arising from reliance on this document. Users should seek independent legal advice and customise the template to ensure it complies with all relevant laws, awards and workplace requirements.