Torchora
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Key Responsibilities and Required Skills for E-Tailing Assistant

💰 $45,000 - $65,000

E-commerceRetailOperationsMarketingCustomer Support

🎯 Role Definition

Are you passionate about the ever-evolving world of online retail? We're seeking a driven and detail-obsessed E-Tailing Assistant to be the engine of our digital storefront. In this pivotal role, you will be the central hub for our e-commerce operations, ensuring a seamless and positive experience for our customers from their first click to final delivery. You'll be instrumental in maintaining the integrity of our online presence, managing the product lifecycle, and supporting key marketing initiatives. This is a fantastic opportunity for someone looking to build a robust career in the e-commerce industry and make a tangible impact on a growing brand.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Retail Sales Associate
  • Customer Service Representative
  • Administrative Assistant
  • Marketing Intern

Advancement To:

  • E-commerce Coordinator
  • E-commerce Specialist or Digital Merchandiser
  • E-commerce Manager
  • Operations Manager

Lateral Moves:

  • Digital Marketing Assistant
  • Social Media Coordinator
  • Content Coordinator

Core Responsibilities

Primary Functions

  • Create, upload, and meticulously manage product listings on e-commerce platforms like Shopify, Magento, or BigCommerce, ensuring all details including titles, descriptions, images, and pricing are accurate and optimized for search.
  • Diligently process daily customer orders, ensuring accuracy in fulfillment, and coordinate with warehouse teams to guarantee timely shipping and delivery.
  • Serve as the first point of contact for customer inquiries via email, chat, and phone, providing exceptional support regarding orders, product information, returns, and shipping status.
  • Actively monitor and manage inventory levels across multiple online channels to prevent stockouts and overselling, and assist in generating purchase orders.
  • Conduct regular quality assurance checks on the live website to identify and resolve any bugs, broken links, or display issues, ensuring an optimal user experience.
  • Manage the end-to-end process for customer returns and exchanges, including processing refunds and coordinating return logistics in a timely and customer-friendly manner.
  • Update and maintain website content, including promotional banners, landing pages, and policy pages, to reflect current campaigns and information.
  • Collaborate with the merchandising team to execute promotional pricing, discount codes, and special offers in the e-commerce backend system.
  • Prepare and organize product information, imagery, and specifications for new product launches, ensuring all assets are ready for go-live dates.
  • Continuously review and enhance product detail pages (PDPs) for clarity, accuracy, and conversion optimization, applying best practices in e-commerce merchandising.
  • Handle and resolve escalated customer issues and complaints with professionalism and empathy, aiming to retain customer loyalty.
  • Maintain a comprehensive understanding of the entire product catalog to effectively assist customers and internal teams.
  • Monitor and report on fraudulent orders, implementing preventative measures and liaising with payment processors as needed.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to uncover sales trends and customer behavior.
  • Contribute to the organization's e-commerce strategy by providing feedback and insights from daily operations and customer interactions.
  • Collaborate with marketing and creative teams to align product presentation with ongoing campaigns and brand voice.
  • Participate in sprint planning and agile ceremonies if the team operates within that framework, providing operational updates and flagging potential roadblocks.
  • Assist in setting up and testing email marketing campaigns in platforms like Klaviyo or Mailchimp, particularly for product-focused newsletters.
  • Conduct competitive analysis by monitoring competitor websites for pricing, promotions, and new product offerings.
  • Help generate weekly and monthly reports on key e-commerce KPIs such as conversion rate, average order value, and return rate.
  • Assist in managing product reviews and user-generated content, ensuring it is displayed correctly and responding where necessary.

Required Skills & Competencies

Hard Skills (Technical)

  • High proficiency with major e-commerce platforms (e.g., Shopify, BigCommerce, Magento, WooCommerce).
  • Strong experience with Microsoft Excel or Google Sheets for data manipulation, reporting, and analysis.
  • Familiarity with customer service software such as Zendesk, Gorgias, or Intercom.
  • Basic understanding of HTML and CSS for minor content and layout adjustments.
  • Experience with inventory management or Enterprise Resource Planning (ERP) systems.
  • Knowledge of Google Analytics for monitoring website traffic and user behavior.
  • Experience with email marketing platforms like Klaviyo or Mailchimp is a strong plus.

Soft Skills

  • Exceptional attention to detail and a commitment to accuracy in all tasks.
  • Superior organizational and time-management skills, with the ability to prioritize and manage multiple tasks simultaneously.
  • Excellent written and verbal communication skills, with a knack for clear and professional correspondence.
  • A proactive, problem-solving mindset with the ability to think on your feet and find solutions independently.
  • Ability to thrive in a fast-paced, dynamic retail environment.
  • A strong customer-centric mindset and a genuine desire to provide an outstanding experience.
  • Collaborative and team-oriented spirit, able to work effectively with cross-functional partners.
  • Adaptability and a willingness to learn new technologies and processes.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent GED.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Marketing
  • Communications
  • Retail Management

Experience Requirements

Typical Experience Range: 1-3 years

Preferred: We are ideally looking for a candidate with 1-3 years of hands-on experience in an e-commerce, online retail, or direct-to-consumer (DTC) environment. Direct experience managing product listings, processing orders, or handling e-commerce customer service is highly advantageous. A proven track record of working with platforms like Shopify is a significant asset that will allow you to hit the ground running.

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