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E-Commerce Order Processing job descriptions - Samples
What is Order Processing?
Various job titles are associated with this function, such as Order Processor, Shipment Coordinator, Virtual Logistics Coordinator, Order Manager, and 3PL Order Assistant.
- Create new product listings using inventory management system.
- Perform basic image editing, such as converting files to the correct format and removing backgrounds.
- Assist with Excel spreadsheets by formatting data for import.
- Use Excel spreadsheets to update product information in bulk.
- Communicate with customers over the phone to address queries, such as order tracking.
- Support the customer service team with various administrative tasks, including courier paperwork.
Customer Support Agent
- Assist customers with order, inventory, and shipping processes.
- Resolve syncing, stock, and fulfillment problems.
- Help with carrier integrations (FedEx, UPS, USPS, DHL, and 3PLs).
- Offer product guidance and best practices.
- Record issues and escalate when necessary.
Order Management & QuickBooks
- Accurately input trade orders into QuickBooks
- Ensure all order details are correct (pricing, quantities, delivery dates, etc.)
Communication & Order Fulfillment
- Liaise with customers and agents to confirm and place orders
- Follow up on deliveries and track order progress
- Handle inquiries and communicate order updates proactively
Stock & Delivery Note Management
- Amend delivery notes to reflect accurate stock levels and any shortages
- Manage stock discrepancies and inform relevant parties
- Reserve stock for customers based on confirmed orders or reservations
Backorders
- Track out-of-stock items and schedule them for backorder the following month
- Notify customers/agents with clear and timely updates
Warehouse & Email Correspondence
- Monitor and respond to emails from the warehouse
- Address questions or issues related to deliveries and orders
Google Sheets & Reporting
- Keep updated Google Sheet with all order details
- Maintain accuracy and consistency across all order and delivery records
Sales Email Monitoring
- Respond to inquiries
- Provide excellent customer service via clear, professional email responses
Phone Call Handling
- Answer incoming phone calls in a friendly and professional manner
- Direct calls to the appropriate departments or individuals
- Take messages and promptly follow up on voicemails
- Downloading and checking customer artwork using programmes like Adobe Photoshop
- Ensuring artwork meets basic criteria (e.g. resolution, rogue pixels, format)
- Sending complete order packs to our production teams
- Communicating with customers to resolve issues or gather missing information needed to complete their orders
- Responding to customer queries via email
- Preparation and submission of customs entries.
- Effective communication with both customers and internal teams to accurately classify goods and resolve any issues that may arise.
- Liaise with HMRC when necessary.
- Raise invoices for any duties and taxes that need to be paid.
- Preparation and submission of customs entries.
- Effective communication with both customers and internal teams to accurately classify goods and resolve any issues that may arise.
- Liaise with HMRC when necessary.
- Raise invoices for any duties and taxes that need to be paid.
- Create and maintain digital merchandising, product listings, distribution, and other website content.
- Facilitate the distribution, management, maintenance, and stock levels of key products.
- Deliver promotional page content, site search information, and other promotional activities.
- Identify new processes to enhance and improve the level of service.
- Manage and update product pages based on the assets and details provided by publishers.
- Facilitate the release of products, including any additional merchandising required.
- Manage and update pricing for all products.
- Manage online chats, customer calls, and emails promptly and professionally, ensuring that all inquiries are addressed in a timely manner.
- Provide clear and knowledgeable guidance on a wide range of products and services to help customers make informed purchasing decisions.
- Lead customers through the online sales process step by step, ensuring easy and secure transactions from browsing to checkout.
- Process payments, returns, exchanges, and refunds accurately, adhering to company policies and ensuring customer satisfaction at each stage.
- Assist in dispatching orders efficiently through various couriers and e-commerce platforms, tracking shipments to ensure timely delivery.
- Drive additional sales by actively recommending related products and upselling options that align with customer needs.
- Maintain detailed and accurate records in the CRM system, including call notes and documentation, to support ongoing customer relationship management.
- Ensure that every customer interaction is positive by providing compassionate service and resolving issues effectively to enhance overall customer experience.
- Manage product listings across various e-commerce platforms, ensuring accuracy and up-to-date information on sites such as eBay, Gumtree, and Facebook Marketplace.
- Handle customer inquiries via phone and email, providing excellent customer service and support.
- Conduct data entry tasks to maintain accurate records of inventory, sales, and customer interactions.
- Collaborate with the marketing team to implement promotional campaigns and enhance online visibility.
- Monitor website performance and analyse data to identify areas for improvement.
- Assist in managing online orders, processing returns, and coordinating shipping logistics.
- Maintain organised documentation of administrative processes and reports.
- Manage and update product listings on eBay, Amazon, and our website.
- Ensure that product information is accurate and updated in real time.
- Use inventory management tools, such as Linnworks.
- Coordinate with different teams to ensure smooth operations.
- Maintain and update data management systems.
- Assist customers through phone, email, and online chat.
- Process and manage orders using Shopify.
- Provide product information and recommendations
- Collaborate closely with our small team to enhance processes.
- Perform general administrative and support tasks as needed.
- Place & dispatch orders, manage stock control and create system sales reports.
- Import and dispatch client and subscription mail out lists (csv)
- Manage multi-channel orders and dealing with any queries or complaints
- Work with distribution systems such as Royal Mail, DHL Deutche Post etc.
- Respond and work with customer or colleagues’ emails within a 24-hour in line with company Service Level Agreement (SLA).
- To liaise daily with warehouse team via phone/email to ensure smooth running of both incoming and outgoing deliveries and orders.
- To take complete ownership of their tasks, using their organisational and analytical skills to find ways to automate and standardise processes where possible.
- Process customer orders using the Sage software, and stock system.
- Book shipments through online courier portals.
- Arrange both national and international freight, ensuring that bookings are completed efficiently.
- Send order confirmations to customers and inform them of any changes to orders or delivery schedules.
- Liaise directly with the production team to ensure timely fulfillment of orders.
- Prepare and manage all paperwork for international shipments, including export declarations, commercial invoices, and packing lists.
- Assist logistics agents with their duties and provide support as needed.
- Maintain stock control and ensure accurate data entry across all systems.
- Professionally answer customer phone inquiries, demonstrating excellent phone etiquette.
- Collaborate with colleagues to streamline administrative and logistics processes.
- Maintain organized filing systems for all documents and records.
- Communicate effectively with customers and process customer orders via telephone, email and web based platforms
- Provide assistance and information to customers via phone or email
- Perform data entry tasks accurately and efficiently
- Analyse customer needs and recommend suitable products applicable to their requirements
- Upsell products to increase sales on supplier focus days and in house daily/weekly focus’s with incentives
- Maintain customer records and update information as needed
- Process customer orders via phone and web based platform
- Process sales orders efficiently.
- Maintain regular communication with customers and the account manager throughout the order process.
- Ensure that stock is available to meet customer delivery dates.
- Process all necessary paperwork and information related to deliveries.
- Generate invoices for sales orders.
- Complete customer satisfaction surveys upon order completion.
- Monitor and maintain optimal inventory levels (maximum and minimum) to ensure a continuous supply.
- Collaborate with the in-house Sales team to support accurate and timely processing of customer orders.
- Assist in planning, scheduling, and executing daily logistics operations.
- Enter and manage orders in the system while tracking shipments across multiple channels.
- Administer and maintain inventory control systems.
- Contribute to the development and maintenance of logistics policies, procedures, and supporting documentation.
- Manage and monitor supplier performance.
- Manage the import process by reviewing shipping documents and providing customs clearance instructions for all incoming shipments.
- Oversee the export process by preparing all required documentation for outgoing shipments.
- Accurately enter shipment details into courier ERP systems to ensure seamless collection and delivery.
- Maintain all order-related paperwork in compliance with regulatory and study requirements.
- Proactively handle internal and external client inquiries, resolving issues promptly and effectively.
- Manage and create product listings.
- Respond to Livechat messages, email inquiries, and telephone enquiries.
- Conduct regular pricing reviews in comparison to competitors.
- Handle customer complaints effectively.
- Fully manage customer returns.
- Maintain relationships with courier companies by preparing courier labels, arranging collections, and resolving any delivery issues.
- Manage our social media accounts and online marketing efforts.
- Manage production and dispatch administration by processing orders, updating records, and coordinating with warehouse and dispatch staff.
- Prepare quotes, invoices, and perform basic bookkeeping using accounting software.
- Maintain spreadsheets and databases to track stock, orders, shipments, and customer information.
- Handle emails, communicate with suppliers, address customer queries, manage documentation, and perform general office tasks.
- Assist in improving and maintaining clear administrative systems and organised filing.
- Download and manage daily order files using Excel.
- Clean, organise, and prepare order sheets for the warehouse team.
- Accurately match SKUs, quantities, and customer details.
- Communicate with warehouse staff to ensure timely order processing.
- Update order statuses and maintain internal spreadsheets.
- Assist with basic customer service and administrative tasks as needed.
- Collaborate closely with supervisors and management to maintain a smooth workflow.
- Respond to customer inquiries via phone and email in a courteous and professional manner.
- Accurately process online orders, returns, exchanges, and refunds.
- Maintain and update product listings, pricing, and stock availability regularly.
- Monitor order queues and coordinate with warehouse and logistics teams to ensure timely dispatch of orders.
- Conduct stock checks and report any low stock levels or discrepancies in listings.
- Collaborate effectively with suppliers and other branches to address stock, delivery, or product information issues.
- Investigate and resolve problems promptly, escalating to higher authorities when necessary.
- Assist with general administrative tasks, record-keeping, and documentation.
- Entering manual orders into the system.
- Managing incoming calls and responding to live chat inquiries.
- Generating and sharing with warehouse courier labels, pick and pack list for order and and scheduling couriers for delivery.
- Delivering exceptional customer service and support.
- Working with internal teams to address queries promptly.
- Linnworks
- Cloud Commerce Pro
- Mintsoft
- Cin7
- Orderwise
- Shopify
- WooCommerce
- Magento / Adobe Commerce
- EKM
- eBay
- Amazon
- Fruggo
- Temu
- Walmart
- and more
- Shippo
- ShipStation
- Easyship
- Shipmate
- MyDHL+
- Royal Mail - Click & Drop
- and more
Here are a few answers to our most common questions
E-Commerce Order Processing FAQs
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1. What’s a Website Manager or a Website Administrator?
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Every websites after development needs experts or an expert who will do maintenance tasks and other essential roles in connection with the upkeep of websites. You might call them “Website Manager”, “Content Manager”, “Webmaster”, “Website Administrator” or something else.
- Managing of current online store/s.
- Listing and Updating e-Commerce websites such as Magento, Shopify, WooCommerce with new products
- Listing and Updating marketetplaces such as eBay and Amazon with new products
- Ability to use multi-channel listing software such as ChannelAdvisor, Linnworks etc to list products to store and marketplaces.
- Liaising with warehouse team - Printing and sharing of shipping labels, packlist and invoices.
- Social Media updates on Facebook and Instagram.
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2. What is included in Website Management/Administration plans?
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If you already have your website, we can help maintain, market and promote your website. There are various tasks involved. For example, if you want your website updated immediately with i.e. banner changes, contents, domain issues, code errors etc. then sign up to our “ON DEMAND WEBSITE HELP” plan.
Alternatively, if you want us to fully maintain your personal, business website daily sign up to our “MONTHLY WEBSITE MANAGEMENT” plan. -
3. What type of tasks can I assign or put through?
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Tasks you want completed are entirely up to you. Typical work includes changing banners, adding, deleting text information, product entry, fixing broken links etc.
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4. How will I pay?
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Payment is easy and simple. For example, “ON DEMAND WEBSITE HELP” plan will require immediate half payment. For “MONTHLY WEBSITE MANAGEMENT” plan we will bill clients with monthly invoices.
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5. How will I save money?
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As an individual or as a company signing up to one of our “Website Management” plans will be a huge money saver. The areas in which money will be saved money include following:
- Website hosting is provided to you if you sign up to any of our monthly plans.
- Domain name is provided to you if you sign up to any of our monthly plans.
- Software applications such as Adobe Photoshop, Dreamweaver etc. This is an advantage because as a company you will not need spend over £400 on these applications
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6. How quickly can changes to your site be made?
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Most of the time they are done the same day although larger or more complex changes can take a little more time and are generally completed within 48 hours.