Omni-Channel Fulfilment Associate

1. Order Intake & Processing

• Download online / marketplace / website orders at defined intervals through the day and

upload them to the WMS / POS to generate digital picklists.

• Verify each order – customer details, SKU, size/variant, quantity, price, payment mode (prepaid

/ COD) and shipping address – before processing.

• Enter and update customer, order and shipping information accurately in the system.

• Flag stock-outs, price mismatches, duplicate or suspicious orders to the Store Manager / E-com

team immediately, before the SLA is breached.

• Accept, confirm or mark orders as per the platform workflow within the agreed time window.

2. Picking

• Pick products from store racks, backroom and display using the picklist on mobile / handheld

terminal (HHD).

• Ensure first-time-right picking – correct SKU, size, colour and quantity, with no need for

secondary verification.

• Coordinate with floor staff when an item has to be picked from the display, without disturbing

walk-in customers.

• Report any rack, location or stock discrepancy found while picking.

3. Quality Check

• Check each product for damage, stains, missing tags, defects, expiry (where applicable) and

correct MRP before billing.

• Set aside defective / non-sellable stock and record it as per the damage process; replace with

good stock where available.

4. Billing & Invoicing

• Generate accurate invoices for online orders in the billing system / POS.

• Reconcile invoice details – SKU, quantity, price, discount, taxes and order ID – against the order

before closing.

• Support retail counter billing during peak walk-in hours when online order volume permits.

• Keep invoice copies and order documents filed for easy retrieval.

5. Packing & Labelling

• Pack orders as per brand packing SOP using the right packaging material (box / polybag / tape /

fillers / brand inserts).

• Ensure secure, presentable packing so products reach the customer in perfect condition.

• Print and paste shipping labels and invoices correctly; ensure AWB, order ID and invoice match.

• Pack store-to-store / store-to-warehouse transfers in designated cartons when required.

6. Dispatch & Courier Handover

• Generate manifests and keep packed orders ready, sorted courier-wise, before the pickup slot.

• Hand over shipments to courier partners against signed manifest / scan confirmation.

• Track pending pickups, failed pickups and delays; escalate to the E-com team / courier partner.

• Share daily shipment status with the Store Manager and E-com team.

7. Returns, RTO & Exchanges

• Receive customer returns and RTO (return-to-origin) shipments, check condition and match

against the order.

• Process returns / exchanges in the system and restock good items to the correct location.

• Record damaged / incorrect returns with photos and raise them with the concerned team.

8. Inventory Accuracy

• Keep store inventory in the system aligned with physical stock for all online-sellable items.

• Conduct cycle counts / physical stock audits using WMS during non-peak hours.

• Complete empty-bin and shuffle-bin picklists to keep storage organised.

• Update stock status after every pick, return, transfer or damage, and report variances.

9. Data Entry, Records & Reporting

• Maintain organised records of all orders, invoices, manifests, returns and transactions.

• Prepare daily, weekly and monthly reports on orders, fulfilment TAT, cancellations, returns,

pricing and inventory status.

• Use Excel / Google Sheets (VLOOKUP, HLOOKUP, Pivot) to compile data and support analysis.

• Ensure all data entered is accurate and error-free.

10. Support, Creation & Escalation

• Help create and update orders, picklists, invoices, labels, manifests and reports as required.

• Assist the E-com team in creating / updating product data, stock uploads and order trackers

when asked.

• Ask questions and clarify doubts early – on orders, SOPs, systems or stock – rather than

guessing; escalate issues to the Store Manager / E-com team promptly.

• Suggest process improvements that reduce errors, packing time or cancellations.

• Keep the online-order area clean, organised and stocked with packing material; raise material

requirements in advance.