E-commerce Manager

Description

Job Summary: The E-commerce Assistant supports online sales activities, including catalog updates, order tracking, customer support, and metrics analysis, collaborating with the team to ensure operational success. Key Highlights: 1. Handles catalog updates and online customer support 2. Collaborates with the team to ensure the success of online operations 3. Contributes to e-commerce metrics analysis and improvements The E\-commerce Assistant is responsible for supporting online product sales activities, such as catalog updates, order tracking, customer support, and performance metrics analysis. This professional works collaboratively with the e\-commerce team to enhance efficiency and ensure the company's online operational success. **Job Requirements** **Academic Qualifications** * Completed high school education. Preferred: Currently enrolled in or graduated from undergraduate programs in: Marketing; Advertising and Public Relations; Business Administration; Commercial Management; Business Process Management; or related fields. **Professional Experience** * Preferred prior experience in: Customer service; Commercial administrative tasks; and preferably hands-on experience with online sales or e\-commerce (even basic). **Behavioral Competencies** * Customer focus: Attention to customer needs, questions, and satisfaction throughout the entire purchase journey. * Organization: Careful and methodical management of orders, deadlines, registrations, and information. * Attention to detail: Careful handling of product listings, pricing, deadlines, and text content to avoid errors. * Strong communication skills: Clarity, courtesy, and empathy in customer interactions and internal team collaboration. * Proactivity: Willingness to propose improvements, anticipate issues, 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 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 accuracy, and delivering quality customer service. **Performance Indicators** * Product listing error rate * Average product update time * Number of products listed/updated * Average customer response time * Customer satisfaction index (NPS/CSAT) * First contact resolution rate (FCR) * Number of customer service interactions handled * Order delay rate * Average time between order confirmation and shipment * Return/exchange rate * Order incident rate (damaged items, lost shipments, 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 communicate information to customers in case of incidents * Picking/packaging discrepancy rate * 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 Listing and Maintenance** Assist in updating and maintaining the product catalog on the website (descriptions, images, prices, inventory, categories). Verify that product information is accurate, complete, and aligned with current campaigns. * **Customer Service and Support** Monitor and support customers during the online purchasing process (chat, e\-mail, WhatsApp, phone). Clarify questions regarding products, delivery timelines, payment methods, shipping, and returns. Assist in resolving complaints, incidents, and post\-sales matters to ensure customer satisfaction. * **Order Tracking** Manage and monitor orders from confirmation through delivery. Verify payment status, order picking, shipment, and delivery with respective departments. Support resolution of issues related to delays, returns, exchanges, and reshipments. * **Metrics and Performance Analysis** Assist in analyzing e\-commerce performance metrics (website traffic, conversion rate, cart abandonment rate, average order value, etc.). Identify improvement opportunities together with the team and support implementation of related actions. * **Campaigns and Digital Marketing** Participate in the creation and execution of 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 communications between logistics and customers in case of incidents (damaged items, lost shipments, 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 required and directed by leadership