Key Responsibilities and Required Skills for Warehouse Support Officer

🎯 Role Definition

The Warehouse Support Officer provides operational support across all warehouse activities to ensure accurate stock handling, timely order fulfilment, safe materials handling, and compliance with company and regulatory procedures. This role interacts with logistics coordinators, carriers, production teams and customer service to maintain inventory accuracy, support shipping and receiving cycles, and drive continuous improvement in warehouse processes.

📈 Career Progression

Typical Career Path

Entry Point From:

Warehouse Assistant / Warehouse Labourer
Picker / Packer
Receiving Clerk / Goods Inwards Assistant

Advancement To:

Warehouse Supervisor
Inventory Control Coordinator
Logistics Coordinator
Shipping & Receiving Supervisor

Lateral Moves:

Forklift / Reach Truck Operator
Dispatch Coordinator
Returns & Repairs Coordinator

Core Responsibilities

Primary Functions

Receive, inspect and verify incoming shipments against purchase orders and delivery manifests, documenting discrepancies, damaged goods and short shipments in the Warehouse Management System (WMS) and escalating issues to procurement or the operations manager.
Accurately pick, pack and stage customer orders for dispatch using RF scanning devices and WMS-directed picking methods (batch, zone, wave), ensuring correct product, quantity, labelling and packaging integrity for transit.
Conduct regular cycle counts and full stocktakes, reconcile variances, investigate root causes of stock discrepancies, update inventory records and implement corrective actions to improve stock accuracy metrics.
Load and unload freight from trailers and containers safely and efficiently, coordinate with carriers for inbound/outbound movements, prepare shipping documentation, and verify carrier manifests prior to departure.
Operate material handling equipment, including forklifts, pallet jacks and reach trucks, in accordance with site licences, training and safety procedures to move pallets, kitting and bulk goods throughout the facility.
Implement first-in-first-out (FIFO) or first-expiry-first-out (FEFO) labelling and handling for perishable or time-sensitive stock to minimise product expiry and waste, particularly in refrigerated or ambient environments.
Maintain accurate and legible warehouse records including goods received notes (GRNs), packing lists, delivery dockets, returns authorisations and electronic transaction logs to support traceability and audit readiness.
Prepare and process returns to vendor (RTV), customer returns, and warranty items: inspect, quarantine or return goods as required and update the WMS and ERP systems with disposition and credit notes.
Support outbound logistics planning by consolidating orders, checking pallet configurations, securing loads for transport and ensuring compliance with shipping regulations and carrier requirements.
Perform quality control checks on inbound and outbound product to identify damages, non-conformances and packaging errors; record findings, segregate non-conforming items and coordinate disposition with QA or procurement teams.
Pick and prepare special handling shipments including hazardous materials, oversized freight and temperature-controlled consignments, following SDS, dangerous goods procedures and internal policies.
Assist in kitting and assembly operations by collecting components, packing kits to specification and preparing work orders for production or direct shipment.
Maintain a clean, safe and organised warehouse environment by enforcing housekeeping standards, waste segregation, pallet management, and compliance with WHS/OHS policies and emergency procedures.
Support continuous improvement initiatives by suggesting layout changes, process improvements and productivity gains; participate in lean activities such as 5S, root-cause analysis and standard work documentation.
Enter and update inventory and shipping transactions into the ERP/WMS (such as SAP WM, Oracle WMS, Manhattan, or a cloud-based WMS), ensuring data integrity and timely processing of receipts and shipments.
Provide backup support to dispatch, stores and mailroom functions during peak periods, including order consolidation, courier handovers and small parcel management.
Assist with stock replenishment from bulk storage to pick-face locations, monitor pick-face levels, generate replenishment requests and ensure uninterrupted order fulfilment.
Coordinate with procurement and planning teams to report low stock, critical shortages, and forecast variances; help expedite urgent orders and manage safety stock levels as directed.
Support onboarding and on-the-job training for new warehouse staff on standard operating procedures, safe equipment operation, scanning devices and picking/packing practices.
Monitor and report on key warehouse KPIs including pick accuracy, orders per hour, dwell time, on-time dispatch and inventory accuracy; contribute to weekly operational performance reviews.
Ensure compliance with site security, access control and documentation requirements when handling sensitive or high-value stock; maintain proper chain-of-custody and sign-off procedures.
Prepare shipment documentation including commercial invoices, packing lists, bills of lading, courier labels and customs paperwork where applicable; liaise with freight forwarders for export shipments.
Manage palletisation and shrink-wrapping of goods for storage and dispatch, ensuring safe stacking, correct load configuration and adherence to vehicle weight limits and road safety rules.
Facilitate cross-dock operations by staging incoming goods for immediate outbound shipment, minimising handling and reducing lead times for critical orders.

Secondary Functions

Provide administrative support for inventory reporting, generating standard and ad-hoc inventory reports for management and finance teams.
Support the implementation and testing of WMS updates, system integrations and new scanning hardware; assist IT and project teams with user acceptance testing (UAT) and documentation.
Assist customer service teams by investigating order status, tracing shipments, and resolving basic order discrepancies or delivery exceptions.
Participate in scheduled maintenance checks for warehouse equipment and minor preventative maintenance tasks; report faults to the maintenance team and coordinate repairs to minimise downtime.
Help with seasonal workload surges by offering flexible shift coverage, assisting with temporary resourcing and supporting pick/pack marshalling during peak campaigns.
Support sustainability and recycling initiatives by segregating cardboard, plastic film and pallet waste and assisting with pallet rework and repair programs.

Required Skills & Competencies

Hard Skills (Technical)

Warehouse Management System (WMS) proficiency — e.g., SAP WM, Oracle WMS, Manhattan, Blue Yonder or similar cloud-based WMS platforms.
RF barcode scanning and handheld terminal operation for picking, receiving and cycle counting.
Forklift, reach truck and pallet jack operation with current and valid tickets/licenses.
Materials handling and palletisation skills including shrink-wrapping, strapping and load securement.
Shipping and receiving documentation knowledge — bills of lading, packing lists, commercial invoices and courier label generation.
Inventory control techniques — cycle counting, stock reconciliation, FIFO/FEFO and stock rotation.
Basic ERP transaction entry and ability to update stock records accurately (experience with SAP, NetSuite or similar is advantageous).
Dangerous Goods / hazardous materials handling awareness and compliance with SDS and transport regulations (DG training preferred).
Basic forklift and warehouse equipment troubleshooting and preventative maintenance awareness.
Proficiency with MS Excel for inventory reports, simple formulas, pivot tables and data lookups.
Knowledge of quality control procedures, non-conformance reporting and quarantine processes.
Order picking methodologies (batch, zone, wave) and packing optimization for cost-effective shipping.

Soft Skills

Strong attention to detail with a focus on accuracy in order fulfilment and inventory records.
Excellent time management and ability to prioritise tasks in a high-volume, deadline-driven environment.
Clear verbal and written communication skills to liaise with carriers, internal stakeholders and external suppliers.
Team-player mentality with a collaborative approach to shift handovers and cross-functional tasks.
Problem-solving aptitude – able to investigate discrepancies, propose corrective actions and follow up to resolution.
Reliability and punctuality with a strong work ethic and ability to meet KPI targets consistently.
Physical stamina and adaptability to stand, lift and move goods for extended periods in varying temperature zones.
Customer-focused orientation to ensure on-time, accurate deliveries and professional interactions with clients and carriers.
Initiative and continuous improvement mindset to contribute process improvement ideas and participate in lean activities.
Flexibility to work varied shifts, weekends or overtime during peak periods or project rollouts.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent (Year 12 / Secondary School Completion)

Preferred Education:

Certificate III/IV in Warehousing Operations, Logistics, Supply Chain or similar vocational qualification
Forklift / Plant Operator tickets and any relevant safety certificates (e.g., First Aid, Dangerous Goods)

Relevant Fields of Study:

Logistics and Supply Chain Management
Warehousing Operations
Business Administration (basic)

Experience Requirements

Typical Experience Range:

1–3 years of hands-on warehouse experience (receiving, picking, packing, shipping, inventory control)

Preferred:

2+ years experience in a structured warehouse environment using a WMS, with demonstrated experience operating forklifts and conducting cycle counts. Experience in temperature-controlled or FMCG warehousing, or with hazardous goods handling, is highly desirable.