Inventory & Order Fulfillment / Customer Service Staff
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Job summary
We are looking for a detail-oriented, proactive Inventory & Order Fulfillment / Customer Service Staff member to support the smooth running of store operations, order dispatch, and inventory management. This is a hands-on, operational role at the core of the business. You will work closely with the team and take ownership of ensuring orders move efficiently from shelf to customer.
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
At First-Rate Integrated HR Services, we believe great teams don’t happen by accident. We partner with Kenyan founders to build the people structures that let their businesses grow by investing in the right people. We’re currently recruiting on behalf of our client in the fashion industry. We’re looking for someone who shows up, owns their role, and takes pride in doing things right. If you’re organized, detail-oriented, and care deeply about the quality of your work — this one’s for you.
Job Title: Inventory & Order Fulfillment /Customer Service Staff
Location: Nairobi, Kenya
Industry: Fashion / Retail
Reports To: CEO
About Our Client
Our client is a ready-to-wear Kenyan fashion brand celebrating the vibrancy of African culture through bold prints, thoughtful silhouettes, and quality craftsmanship. Their collections are designed for women across all body types and every occasion — from everyday elegance to standout event wear. They are growing, founder-led, and building a team that takes real pride in the work.
Key Responsibilities
Inventory Management
- Monitor, track, and maintain accurate inventory records in the inventory management system
- Conduct regular stock counts and reconcile any discrepancies
- Coordinate with the procurement team to replenish stock as needed
- Ensure all inventory is properly stored, labelled, and organized
Order Dispatch & Fulfilment
- Process and prepare customer orders for dispatch — accurately and on time
- Coordinate with shipping and logistics providers to ensure smooth, on-time delivery
- Issue delivery documents for all dispatched orders and communicate tracking updates to customers
- Collect customer feedback on all dispatched orders
- Coordinate with store attendants for orders requiring dispatch from the workshop
Receiving & Organising Fabrics
- Receive fabric deliveries and record items accurately in the inventory system
- Cross-check received fabrics against production specifications — type, colour, pattern, and quantity
- Report any discrepancies, damages, or shortages immediately
- Label and store received fabrics correctly in designated storage areas
Store Organization & Maintenance
- Keep the store clean, accessible, and well-organized at all times
- Ensure products are neatly displayed and easy to locate for packing or sales
Shoots & Pop-Up Markets
- Pack and organize items for photo shoots and pop-up events
- Ensure all event items are checked, labelled, and transported safely
Returns & Exchanges
- Receive, document, and process customer returns and exchange requests
- Inspect returned items and liaise with the production team on replacements
- Maintain detailed records of returns and generate periodic reports to identify trends
Third-Party Platforms
- Dispatch platform orders within 24 hours and coordinate daily collection before 2PM
- Record and organize all returns and delivery notes
Administrative Support
- Prepare delivery notes and maintain records of all dispatched orders
- Provide regular updates on stock levels, dispatch timelines, and any delivery issues
Key Performance Indicators
Inventory Accuracy
- Accuracy of stock records against physical inventory counts
Dispatch Efficiency
- Orders dispatched within agreed timelines
Customer Satisfaction
- Quality of delivery communication and post-dispatch feedback
Issue Resolution
- Order-related issues resolved within agreed time frames
Deliverables
Weekly
- Stock movement report
- Report of all items received from the production team
- Report of all materials received from suppliers
- List of all items dispatched from the store
- List of all returns
Monthly
- Monthly stock movement report
- Delivery report: Riders | Routes | Order Numbers | Addresses
Who You Are
- Organized, accurate, and thorough — you don't let details slip
- Comfortable in a physical work environment — receiving, sorting, packing, labelling
- A clear communicator with both the team and customers
- Proactive and self-driven — you see what needs doing and you do it
- Familiar with basic inventory or retail systems (training will be provided)
- Passionate about fashion, retail, or operations
Why Join Our Client
- Real responsibility from day one — your work directly keeps the brand running
- Hands-on exposure to e-commerce, retail, inventory, logistics, and customer experience
- A collaborative, founder-led team where initiative is welcomed
- Practical, CV-building skills in operations, supply chain, and retail execution
- Room to grow within the brand as it scales
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