Torchora
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Key Responsibilities and Required Skills for E-commerce Assistant

💰 $45,000 - $60,000

E-commerceMarketingRetailAdministrative

🎯 Role Definition

As an E-commerce Assistant, you are the operational backbone of our online retail presence. You will work closely with the E-commerce Manager and marketing teams to ensure a seamless and positive customer journey from browsing to post-purchase. This role involves a dynamic mix of administrative, technical, and creative tasks, all aimed at driving online sales, enhancing brand presence, and optimizing the functionality of our digital storefronts. You will be instrumental in the day-to-day management of our e-commerce platforms, making a direct impact on our success and customer satisfaction.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Retail Sales Associate
  • Marketing Intern or Assistant
  • Recent Graduate (Business, Marketing)

Advancement To:

  • E-commerce Coordinator
  • E-commerce Specialist / Analyst
  • Digital Marketing Manager
  • E-commerce Manager

Lateral Moves:

  • Digital Marketing Assistant
  • Social Media Coordinator
  • Content Coordinator

Core Responsibilities

Primary Functions

  • Meticulously manage the entire product lifecycle on our e-commerce platform (e.g., Shopify, BigCommerce), including creating new product listings with compelling copy, imagery, and accurate specifications.
  • Regularly audit and update existing product listings to ensure information accuracy, consistent branding, and optimization for search (SEO).
  • Process and oversee daily online orders, ensuring accurate fulfillment, timely shipment, and seamless communication with our warehouse or 3PL partners.
  • Act as the first point of contact for all e-commerce customer service inquiries, providing exceptional support via email, chat, and phone to resolve issues related to orders, shipping, returns, and product questions.
  • Monitor inventory levels across all online channels and marketplaces (e.g., Amazon, eBay) to prevent stockouts, overselling, and identify slow-moving items.
  • Collaborate with the marketing team to implement and schedule website content updates, including homepage banners, promotional landing pages, and blog posts.
  • Assist in the setup and execution of online promotions, sales events, and discount code creation, ensuring they function correctly and are communicated clearly to customers.
  • Coordinate the logistics of product returns and exchanges, managing the RMA process to ensure customer satisfaction and proper inventory reconciliation.
  • Maintain and organize the digital asset library, ensuring all product photography, videos, and marketing creative are correctly formatted and easily accessible.
  • Generate and analyze daily, weekly, and monthly sales reports to track key performance indicators (KPIs) like conversion rate, average order value, and site traffic.
  • Conduct regular competitive analysis, monitoring competitor pricing, promotions, and new product launches to identify market trends and opportunities.
  • Assist in managing third-party marketplace listings (e.g., Amazon Seller Central), including performance monitoring, review management, and FBA inventory coordination.

Secondary Functions

  • Support the email marketing specialist by helping to build, test, and schedule email campaigns and newsletters in platforms like Klaviyo or Mailchimp.
  • Assist with basic content creation, such as writing product descriptions, sizing guides, and FAQ content to enhance the customer experience.
  • Perform routine quality assurance (QA) testing on the website across different devices and browsers to identify and report bugs or usability issues.
  • Monitor and respond to customer reviews and questions on product pages and third-party sites to foster community engagement and manage brand reputation.
  • Help maintain the integrity of customer data within our CRM and e-commerce platforms, ensuring accuracy for marketing and service initiatives.
  • Liaise with the customer service team to identify recurring issues or feedback that can be used to improve website functionality or product information.
  • Pull data and prepare initial reports from Google Analytics to track website traffic sources, user behavior, and campaign performance.
  • Support ad-hoc data requests and exploratory analysis to answer specific business questions from management.
  • Contribute to the testing of new site features, applications, and integrations before they are launched to the public.
  • Assist in coordinating photo shoots for new products, ensuring all required shots are captured for the website.

Required Skills & Competencies

Hard Skills (Technical)

  • E-commerce Platform Proficiency: Hands-on experience with platforms like Shopify, Magento, or BigCommerce is essential.
  • Marketplace Management: Familiarity with managing listings and operations on Amazon Seller Central and/or eBay.
  • Microsoft Excel / Google Sheets: Strong proficiency, including the ability to use formulas, pivot tables, and VLOOKUPs for reporting and data management.
  • Customer Service Software: Experience using helpdesk software such as Zendesk, Gorgias, or Freshdesk.
  • Basic HTML/CSS: Foundational knowledge for making minor adjustments to website content and email templates.
  • Google Analytics: Ability to navigate the platform and pull basic reports on traffic, user behavior, and conversions.
  • Inventory Management Systems: Experience with or understanding of inventory and order management systems (ERP, OMS).
  • Email Marketing Tools: Familiarity with platforms like Klaviyo, Mailchimp, or similar.

Soft Skills

  • Exceptional Attention to Detail: Crucial for maintaining accurate product data, processing orders correctly, and communicating with customers.
  • Strong Organizational & Time Management: Ability to multitask and prioritize effectively in a fast-paced environment with competing deadlines.
  • Excellent Written and Verbal Communication: Articulate, professional, and empathetic communication style for customer interactions and internal collaboration.
  • Proactive Problem-Solving: The ability to identify potential issues, troubleshoot them independently, and propose viable solutions.
  • Customer-Centric Mindset: A genuine desire to help customers and provide a positive brand experience.
  • Adaptability & Eagerness to Learn: A quick learner who is open to new technologies, processes, and responsibilities in the evolving e-commerce landscape.
  • Collaborative Spirit: A strong team player who can work effectively with marketing, operations, and creative teams.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent relevant work experience.

Preferred Education:

  • Bachelor's Degree

Relevant Fields of Study:

  • Marketing
  • Business Administration
  • Communications
  • Retail Management

Experience Requirements

Typical Experience Range: 1-3 years of experience in an e-commerce, digital marketing, or retail operations role.

Preferred: Direct experience working for a direct-to-consumer (DTC) brand. Experience in a role that required managing product information, customer service, and order processing simultaneously is highly desirable.

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