Job Summary:
We are looking for an Order Fulfilment Officer to oversee the efficient and accurate processing, packing, dispatch, and tracking of customer orders. The role will ensure that orders are fulfilled within agreed timelines, inventory and order records are accurate, and customers receive the correct products in good condition.
Key Responsibilities:
1. Receive and process orders from shop.eKitabu.com, schools, institutions, distributors, and other sales channels
2. Verify order details, quantities, customer information, pricing, and payment status before fulfilment
3. Prioritise orders based on delivery deadlines, customer requirements, and business needs
4. Maintain accurate and up-to-date order records
5. Coordinate the picking and packing of books and other products according to approved orders
6. Ensure products are correctly counted, packed, labelled, and protected against damage
7. Prepare delivery notes, invoices, and other required documentation
8. Coordinate timely dispatch of orders through approved courier and transport partners
9. Ensure urgent and school-related orders are prioritised appropriately
10. Monitor stock availability and flag shortages that may affect order fulfilment
11. Track dispatched orders and follow up on delayed or unsuccessful deliveries
12. Liaise with customers and delivery partners to resolve delivery issues
13. Coordinate returned, cancelled, replacement, or incorrectly fulfilled orders and maintain accurate records of resolutions
14. Maintain daily order fulfilment and dispatch records and prepare regular reports on orders received, fulfilled, pending, delivered, returned, and outstanding
15. Track fulfilment performance against agreed timelines and identify recurring operational challenges and opportunities for improvement
Requirements:
1. Diploma or Bachelor’s degree in Business Administration, Supply Chain, Logistics, Operations, Commerce, or a related field
2. 2–4 years’ experience in order fulfilment, logistics, warehouse operations, e-commerce, or customer operations
3. Experience handling orders for books, retail products, e-commerce, or institutional customers is an advantage
4. Experience working with inventory or order management systems
5. Good working knowledge of Microsoft Excel and/or Google Sheets
6. Experience coordinating with courier and delivery service providers
7. Strong attention to detail, accuracy, organisational, and time-management skills
8. Ability to manage multiple orders and deadlines simultaneously
9. Good communication, customer service, follow-up, and problem-solving skills
10. Ability to work effectively across different teams and identify operational gaps and practical solutions
 To apply: Send your CV to support@ekitabu.com
Only shortlisted candidates will be contacted.