Any assistant role is primarily about multitasking, and the role of an e-commerce assistant involves multitasking in an e-commerce business. The number of business processes in e-commerce is huge, but e-commerce managers tend to delegate certain popular ones to their assistants. And we are going to describe all of them. So, here they are:
- Customer service: This is the most popular responsibility that managers delegate to e-commerce assistants. It entails guiding customers from the moment of their initial enquiry through the sale to after-sales support, answering all their questions along the way. Usually, most customer queries are typical and can be answered by a trained assistant, while non-standard questions can be answered with management support. The great thing is that once a non-standard question is answered, it becomes typical.
- Maintenance of the company’s online resources: Besides a website, e-commerce can be carried out on various platforms to attract as many customers as possible. All these online resources should be kept up to date. This is monotonous work that requires attention to detail and a lot of time, but doesn’t require a high level of expertise. That’s why many managers delegate it to their e-commerce assistants.
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- Product listing: It takes a lot of time and attention to list an item because a product page usually includes elements such as pictures, videos and detailed product descriptions. It’s not a big issue if a company doesn’t have many products in its range. But if we are talking about an online retailer with 1000+ products, it’s better to delegate the task of product listing to someone else, such as an e-commerce assistant.
- Stock management: Managing your stock means doing all the necessary activities to ensure that the company has all the products it needs in the right quantities in stock at any moment. To do this, a person responsible for stock management must keep track of the number of products in stock and purchase the items that are close to being sold out. This means they will be involved in logistical activities as well.
Read Who is an e-commerce operations assistant if you are looking for someone responsible for the smooth running of your e-commerce core workflows.
- Order fulfilment: This is a process that starts from the moment an order is placed to the time it’s delivered to a customer in good condition. The person responsible for this process must ensure that the ordered products are properly packed, delivered on time by a forwarder and accompanied by all the necessary paperwork. If the delivery is international, a customs broker will also need to be involved.
- Complaints/returns management: The best scenario is when you deliver products or services to your customers, and they are all satisfied. Sounds good, but it’s not realistic. In fact, there will always be customers who are not satisfied with the product they have purchased. And that’s great because their criticism allows businesses to improve and grow. But first of all, every complaint should be resolved. Sometimes it’s enough to just apologise, and other times it’s necessary to offer financial compensation to resolve the issue. But on occasion, the product may need to be repaired, returned or exchanged. And there should be someone who can organise this for you from A to Z, for example, an e-commerce assistant.
- Digital marketing management: This is a big part of any e-commerce operation where the amount of work depends on the number of marketing channels an e-commerce business uses. Usually, each marketing channel requires constant involvement from a business, so there should be someone who can organise the necessary specialists to manage the process and make sure that each new piece of high-quality content is published on time. This person also needs to check how effective each piece of content is and keep the management informed. As you have already guessed, an e-commerce assistant fulfils these responsibilities. Sometimes an e-commerce assistant is skilled enough to launch marketing campaigns from scratch, but this marketing skill is more of a bonus than a requirement that every assistant must meet.
- Content creation: An e-commerce business’s online resources constantly require new content like texts, illustrations or videos for product listings, ads, articles, announcements, posts, etc. Although it’s quite difficult to find someone who is an equally skilled content writer, illustrator and video editor, some businesses require their e-commerce assistants to be proficient in at least one of these fields. However, to ensure an assistant is more effective, we recommend limiting their responsibilities to an organisational level and delegating content creation to experts.
- Research and analysis: This is something that can take up a huge amount of time. Since activities such as data mining and data entry usually don’t require a high level of expertise, they can be delegated to an e-commerce assistant. Even data analysis can be performed by an e-commerce assistant if they are clearly informed about the analysis’s main criteria. As always, the better described and standardised a task is, the easier it can be delegated.
As we mentioned in the beginning, these are the main responsibilities that an e-commerce assistant can fulfil. There is also a wide range of responsibilities that are less popular, but they can still be important for your business. Book a preliminary call with us to find out which duties can be delegated to an e-commerce assistant in your case. Get rid of the things that are holding you back and be free to enjoy the job you love.
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