Admin / Order Fulfilment Officer

Job Title: Admin / Order Fulfilment Officer

Department: Stores & Logistics

Reports To: Head of Warehouse and Logistics / Designated Manager

Direct Reports: Clerk and General Worker (for order fulfilment activities, as assigned)

Location: Nairobi Main

JOB PURPOSE

To coordinate accurate and timely order fulfilment by managing order processing, reserved orders, picking and packing coordination, dispatch documentation, and fulfilment records. The role ensures that customer and internal orders are processed accurately, outstanding orders are monitored, and the relevant teams are coordinated to meet agreed deadlines.

KEY RESPONSIBILITIES

A. Order Processing & Fulfilment Coordination

·       Receive, review and process order documentation in accordance with approved procedures and required timelines.

·       Verify order details, item codes, quantities, specifications and any special instructions before fulfilment.

·       Coordinate order picking, allocation, packing and preparation for dispatch with the relevant stores and dispatch teams.

·       Check that picked items and quantities match the order and supporting documentation before handover.

·       Monitor order status and follow up on pending, incomplete or delayed orders.

B. Reserved Orders & Stock Allocation

·       Maintain accurate records of reserved orders and ensure allocated stock is clearly identified in the approved system or process.

·       Coordinate with inventory staff to confirm stock availability before committing to fulfilment timelines.

·       Monitor reserved stock and follow up on orders awaiting completion, collection or dispatch.

·       Escalate stock shortages, allocation conflicts and unauthorised changes promptly.

C. Dispatch Documentation & Handover

·       Prepare, check and maintain order-related documents, including picking lists, delivery notes and dispatch records, as applicable.

·       Ensure orders are handed over to dispatch with complete and accurate documentation.

·       Coordinate with the Dispatch Officer and relevant teams on delivery priorities, urgent orders and outstanding issues.

·       Maintain traceable records of order release, dispatch handover and any changes or exceptions.

D. Order Tracking & Customer/Internal Coordination

·       Maintain an up-to-date tracker of open, completed, delayed and partially fulfilled orders.

·       Communicate order progress, shortages and delays to the appropriate internal teams and escalate issues requiring decisions.

·       Coordinate with Sales/Customer Service and Stores to resolve order discrepancies and fulfilment queries.

·       Support timely resolution of order amendments, cancellations and returns in line with approved procedures.

E. Administration, Systems & Reporting

·       Enter and update order information accurately in the relevant system, spreadsheet or register.

·       Maintain organised files and records for orders, dispatches, pending items, returns and related correspondence.

·       Prepare routine reports on order volumes, fulfilment accuracy, pending orders, delays and recurring issues.

·       Protect confidential business and customer information and follow document-control requirements.

F. Quality, Compliance & Continuous Improvement

·       Follow approved order fulfilment, stock-handling, safety and housekeeping procedures.

·       Identify recurring processing errors, documentation gaps and workflow bottlenecks and recommend improvements.

·       Report damaged, incorrect or non-conforming items identified during fulfilment and ensure they are referred for assessment.

·       Carry out other related administrative and order fulfilment duties within the scope of the role as assigned by management.

KEY WORKING RELATIONSHIPS

Internal: Head of Warehouse and Logistics, Inventory & Production Officer, Receiving & QC Officer, Dispatch Officer, Stores, Sales/Customer Service, Finance and Management.

External: Customers, delivery partners and service providers, where required and within delegated authority.

ROLE SPECIFICATIONS

Education & Experience

·       A certificate or diploma in Business Administration, Supply Chain Management, Logistics, Stores Management or a related field.

·       At least 1–3 years of experience in order processing, administration, stores operations, logistics support or a related role.

·       Experience using inventory/order systems and maintaining operational records is an advantage.

Knowledge & Skills

·       Order processing, order tracking, picking and dispatch documentation.

·       Accurate data entry, filing, record keeping and report preparation.

·       Basic computer skills, including spreadsheets and relevant business systems.

·       Coordination, communication, prioritisation and follow-up skills.

·       Attention to detail and ability to work to deadlines.

Core Competencies

·       Accuracy and attention to detail.

·       Organisation and time management.

·       Accountability and follow-through.

·       Communication and teamwork.

·       Integrity, customer focus and continuous improvement.

AUTHORITY & ACCOUNTABILITY

·       Responsible for day-to-day order processing, tracking, documentation and fulfilment coordination.

·       May assign or coordinate tasks for the Clerk and General Worker within approved procedures and delegated authority.

·       Must obtain approval for non-standard order changes, stock adjustments, write-offs, purchases or other decisions beyond delegated authority.

·       Accountable for accurate order records, complete dispatch documentation, timely escalation of fulfilment risks and protection of company information and stock.