E-commerce Manager

Description

Job Summary: The E-commerce Assistant supports online sales activities, including catalog updates, order tracking, customer support, and performance metric analysis, contributing to the success of e-commerce operations. Key Highlights: 1. Assists in updating and maintaining the online product catalog 2. Provides customer support and assistance during the purchasing process 3. Tracks orders from confirmation through delivery and resolves issues The E-commerce Assistant is responsible for supporting online product sales activities, such as catalog updates, order tracking, customer support, and performance metric analysis. This professional collaborates closely with the e-commerce team to enhance efficiency and ensure the success of the company's online operations. **Job Requirements** **Academic Qualifications** * Completed high school education. Preferred: Currently pursuing or completed undergraduate degree in: Marketing; Advertising and Public Relations; Business Administration; Commercial Management; Business Process Management; or related fields. **Professional Experience** * Prior experience preferred in: Customer service; Commercial administrative tasks; and preferably, hands-on experience with online sales or e-commerce (even at an entry level). **Behavioral Competencies** * Customer focus: Attentiveness to customer needs, questions, and satisfaction throughout the entire purchasing journey. * Organization: Careful and methodical management of orders, deadlines, registrations, and information. * Attention to detail: Meticulousness when registering products, prices, deadlines, and text to avoid errors. * Strong communication skills: Clarity, courtesy, and empathy in customer interactions and internal team collaboration. * Proactivity: Willingness to propose improvements, anticipate problems, and support the team whenever necessary. * Ability to work under pressure: Handling demand spikes (promotions, holidays, campaigns). * Teamwork: Collaboration with marketing, sales, logistics, customer service, and other departments. * Flexibility and adaptability: Openness to the constant changes typical of the digital environment. * Curiosity and eagerness to learn: Interest in e-commerce innovations, digital tools, and consumer behavior. * Responsibility: Commitment to meeting deadlines, ensuring data quality, and delivering excellent customer service. **Performance Indicators** * Product registration error rate * Average product update time * Number of registered/updated products * Average customer response time * Customer satisfaction index (NPS/CSAT) * First contact resolution rate (FCR) * Number of customer interactions handled * Order delay rate * Average time between order confirmation and shipment * Return/exchange rate * Order incident rate (damaged items, lost packages, reshipments) * Website conversion rate * Shopping cart abandonment rate * Average order value * Website visits * Average time to publish banners/campaigns * Number of campaigns supported * Banner and promotion click-through rate (CTR) * Coupon usage rate * Time required to relay information to customers in case of incidents * Packing/separation discrepancy index * Accuracy in updating order statuses * Number of identified UX improvements * Navigation error rate (links/filters/categories) * Overall productivity (tasks completed) * Deadline adherence * Participation in training and continuous improvement initiatives * **Product Registration and Maintenance** Assist in updating and maintaining the product catalog on the website (descriptions, images, pricing, inventory, categories). Verify that product information is accurate, complete, and aligned with current campaigns. * **Customer Support and Assistance** Monitor and support customers during the online purchasing process (chat, email, WhatsApp, phone). Clarify questions regarding products, delivery timelines, payment methods, shipping, and returns/exchanges. Assist in handling complaints, incidents, and post-sales matters, aiming for customer satisfaction. * **Order Tracking** Manage and track orders from confirmation through delivery. Verify payment status, order picking, shipment, and delivery with relevant departments. Assist in resolving issues related to delays, returns, exchanges, and reshipments. * **Performance Metric and Results Analysis** Assist in analyzing e-commerce performance metrics (website traffic, conversion rate, cart abandonment rate, average order value, etc.). Identify improvement opportunities jointly with the team and support implementation of related actions. * **Campaigns and Digital Marketing** Participate in creating and executing promotional campaigns and digital marketing initiatives. Support publishing banners, promotions, discount coupons, and content across digital channels. Collaborate with the marketing team to align online campaigns with the website’s product catalog. * **Logistics Integration** Collaborate with the logistics team to ensure correct order picking, packaging, and shipment. Assist in communication between logistics and customers in case of incidents (damaged items, lost packages, returns). * **User Experience and Improvements** Contribute to optimizing the user experience on the website by suggesting improvements to navigation, filters, search functionality, layout, or information presentation. Stay updated on e-commerce trends and propose innovative ideas to boost online sales. * **General Responsibilities** Perform other e-commerce-related tasks as needed and per leadership guidance