Industry Skills Australia (ISA) has released its Omnichannel Skills Gap Analysis Report, a landmark study examining the skills required to support the rapid growth of omnichannel logistics in Australia’s transport and logistics (T&L) sector.
Omnichannel is more than a retail buzzword - it’s a strategy that delivers a seamless shopping experience across all channels, including in-store, online, and mobile apps. Behind the scenes, omnichannel logistics synchronises inventory, distribution, and delivery across these channels to meet rising consumer expectations. Every part of the supply chain is involved, from manufacturers and importers to retailers and last-mile delivery providers.
Globally, omnichannel distribution is growing at around 7% annually, with spending forecast to reach $840 billion by 2025. In Australia, online retail alone accounted for $63.6 billion in 2023, representing 16.8% of total retail spending. This growth underscores the urgent need for a skilled, agile workforce equipped to manage integrated systems and advanced technologies.
ISA’s project involved nationwide consultation with 29 industry representatives and a comprehensive review of the supply chain - from manufacturing and importation through to customer delivery. This enabled us to:
- identify key roles in the transport and logistics sector that are being reshaped by the shift to omnichannel logistics, and highlight new roles that are emerging
- uncover training gaps and needs and recommend updates to existing nationally endorsed training products.
The report reveals that while many existing Units of Competency cover relevant skills, they rarely reference omnichannel logistics explicitly. Several Skill Sets, such as those focused on big data, AI, and digital supply chains, are highly relevant but require contextualisation for omnichannel environments.
Critical gaps were identified in areas such as:
- Managing integrated inventory systems
- Omnichannel fulfilment processes
- AI-driven analytics
- Reverse logistics across multiple channels
To address these gaps, ISA recommends:
- Contextualising existing units within qualifications for impacted job roles.
- Updating Skill Sets such as:
- BSBSS00091 Big Data
- ICTSS00120 Artificial Intelligence
- TLISS00191 Digital Supply Chain
- Developing new Skill Sets focused on:
- Integrated systems and fulfilment
- Automation and AI
- Reverse logistics
These training products will enable Australia’s T&L workforce to be ready to meet the demands of omnichannel logistics and Industry 4.0 technologies.
ISA is now reviewing these recommendations and exploring the development of new training products, including specialised Skill Sets. This work will help future-proof the sector and support businesses in delivering efficient, connected, and customer-focused operations.
