E-commerce Operations & Warehouse Assistant

About the role

H Chahal and Sons Ltd is a growing multi-brand e-commerce business selling consumer electronics, mobility products, homeware and seasonal products throughout the UK.

We sell through Amazon, Shopify, TikTok Shop, eBay, OnBuy and other online marketplaces.

We are looking for a reliable and organised E-commerce Operations & Warehouse Assistant to help manage the daily journey of an online order—from marketplace processing and warehouse dispatch through to delivery, returns and after-sales resolution.

This is a hands-on role combining laptop-based e-commerce work with warehouse duties. It is not purely a packing position or a traditional customer-service role.

The successful candidate must be comfortable using technology, working across multiple online platforms and taking responsibility for time-sensitive orders.

Key responsibilities

E-commerce order management

• Check and process orders across Amazon Seller Central, Shopify, TikTok Shop, eBay, OnBuy and other marketplaces.
• Identify Amazon Prime, next-day and other time-sensitive orders.
• Print orders, invoices, picking lists and courier labels.
• Check products, quantities, customer addresses and delivery services.
• Resolve or escalate address problems, cancellations and order exceptions.
• Update dispatch statuses and tracking information.
• Monitor delayed, refused, missing and returned-to-sender orders.
• Ensure all marketplace and courier deadlines are met.

Warehouse and dispatch

• Open and prepare the warehouse at 9:00am when scheduled.
• Organise orders by marketplace, priority and courier.
• Pick, check, pack and label customer orders accurately.
• Confirm the correct product, model, colour, quantity and accessories before dispatch.
• Use DPD, Royal Mail, Parcelforce, Evri and other courier systems.
• Select the correct delivery service for each order.
• Organise parcels for courier collections and complete manifests.
• Ensure no Prime or next-day orders are left behind.
• Maintain clean and organised picking, packing and dispatch areas.
• Report damaged stock, missing products and stock discrepancies.
• Monitor packaging supplies and report when more stock is needed.

Returns and after-sales operations

• Receive and process marketplace and website returns.
• Match returned products to the correct customer and order.
• Check the stated return reason and previous order history.
• Inspect products and record their condition accurately.
• Take photographs or videos as evidence where required.
• Check whether all products, components and accessories have been returned.
• Separate items for restocking, repair, spare parts or write-off.
• Update return trackers and marketplace records.
• Process or recommend refunds, replacements and warranty repairs according to company procedures.
• Identify damaged, incomplete, incorrect or potentially misused returns.
• Escalate disputed, high-value or unusual cases to management.
• Keep the returns area clearly labelled and organised.

Order-related support

Customer communication will mainly relate to active orders, deliveries, returns and warranty cases.

This may include:

• Providing tracking and delivery updates.
• Investigating delayed, damaged or missing orders.
• Requesting photographs, videos, serial numbers or other evidence.
• Providing return and courier instructions.
• Responding to refund, replacement and warranty queries.
• Maintaining clear records of each case.
• Escalating complaints, chargebacks and marketplace disputes.

Laptop, systems and AI

• Work confidently throughout the day using a company laptop and work phone.
• Switch between marketplace dashboards, courier portals, emails and spreadsheets.
• Maintain accurate order, dispatch, stock and returns records.
• Use Microsoft Office, Google tools or similar software.
• Use approved AI tools such as ChatGPT or Microsoft Copilot to assist with drafting messages, summarising cases and completing routine administration.
• Check all AI-generated work for accuracy before using or sending it.
• Protect customer, company and marketplace account information.
• Follow company procedures relating to passwords, devices and account access.

Stock and warehouse organisation

• Assist with regular stock counts.
• Investigate differences between physical stock and online records.
• Report low-stock products and packaging materials.
• Ensure returned stock is inspected before being placed back into inventory.
• Keep sellable, damaged and quarantined stock separated.
• Maintain clear warehouse locations and product labels.
• Identify recurring problems and suggest practical improvements.

About you

You should be:

• Reliable, punctual and capable of arriving before your scheduled start time.
• Confident using a laptop for most of the working day.
• Familiar with e-commerce platforms, online orders or digital systems.
• Comfortable combining computer-based work with warehouse duties.
• Highly organised and able to prioritise urgent orders.
• Accurate when checking products, addresses and shipping labels.
• Able to work independently after completing training.
• Willing to take responsibility for problems through to resolution.
• Comfortable learning several platforms and courier systems.
• Calm and organised during busy periods.
• Able to communicate issues promptly rather than waiting to be asked.

Essential requirements

• Strong computer and laptop skills.
• Good written and spoken English.
• Excellent attendance and punctuality.
• Strong attention to detail.
• Ability to follow processes accurately.
• Ability to prioritise time-sensitive work.
• Ability to work independently and as part of a small team.
• Ability to travel reliably to West Bromwich for a 9:00am start.
• Availability to work Saturdays when scheduled.
• Ability to carry out normal warehouse duties, including standing, picking, packing and safely moving parcels.
• Legal right to work in the UK.

Desirable experience

Experience with any of the following would be beneficial:

• Amazon Seller Central
• Shopify
• TikTok Shop Seller Center
• eBay Seller Hub
• OnBuy, Temu or Mirakl
• E-commerce order processing
• Marketplace returns and refunds
• Warehouse fulfilment
• Stock-control systems
• DPD, Royal Mail, Parcelforce or Evri systems
• Microsoft Excel or Google Sheets
• ChatGPT, Microsoft Copilot or similar AI tools

Full training will be provided on our products, courier processes and internal systems. However, applicants must already be comfortable working with technology and learning new platforms.

Role details

• Location: West Bromwich, B71 1BY
• Workplace: Fully onsite
• Hours: Minimum 20 hours per week
• Working times: Between 9:00am and 5:30pm, Monday to Saturday
• Saturday availability required
• Contract: Part-time, temp-to-permanent
• Initial three-month review period
• Potential additional hours during busy periods

Performance during the initial review period will be assessed against punctuality, order accuracy, ability to meet Prime and courier deadlines, correct handling of returns, warehouse organisation and ability to work without constant supervision.

Pay: From £12.85 per hour

Expected hours: No less than 20.0 per week

Benefits:

• Employee discount
• Free parking

Work Location: In person