Torchora
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Key Responsibilities and Required Skills for E-commerce Associate

💰 $45,000 - $65,000

E-commerceMarketingRetailDigital MerchandisingOperations

🎯 Role Definition

As an E-commerce Associate, you are the backbone of our online retail operations. You will be responsible for the day-to-day management of our website, from product listings and order fulfillment to customer service and performance monitoring. This dynamic role requires a blend of technical aptitude, creative merchandising, and a deep-seated commitment to customer satisfaction. You'll collaborate with marketing, operations, and customer service teams to ensure the digital representation of our brand is impeccable and that our online business runs smoothly and efficiently. If you're passionate about the digital marketplace and thrive in a fast-paced environment, this is the perfect opportunity to grow your career in e-commerce.

📈 Career Progression

Typical Career Path

Entry Point From:

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

Advancement To:

  • E-commerce Specialist
  • E-commerce Manager
  • Digital Merchandiser
  • Marketplace Manager (Amazon, etc.)

Lateral Moves:

  • Digital Marketing Coordinator
  • Content Coordinator
  • Email Marketing Specialist

Core Responsibilities

Primary Functions

  • Manage the end-to-end lifecycle of product listings, including writing and optimizing compelling product descriptions, uploading high-quality imagery and video, and ensuring accurate pricing and attribute data.
  • Execute daily website maintenance and quality assurance checks to ensure optimal site performance, functionality, and a bug-free user experience across all devices.
  • Process and monitor customer orders, from placement through to fulfillment, ensuring timely shipment and accurate order tracking information is communicated.
  • Serve as a key point of contact for e-commerce-related customer inquiries, providing timely and professional support for issues regarding orders, returns, payments, and product questions.
  • Assist in the execution and setup of online marketing campaigns, including promotions, discount codes, and on-site banners in alignment with the promotional calendar.
  • Merchandise product collections, categories, and landing pages to enhance product discovery, drive conversion rates, and reflect key marketing initiatives.
  • Conduct regular competitive analysis, monitoring competitor pricing, promotions, product assortments, and on-site user experience to identify opportunities for improvement.
  • Manage and maintain accurate inventory levels across all online sales channels, coordinating with a warehouse or logistics team to prevent stockouts and overselling.
  • Generate and analyze daily/weekly sales, traffic, and conversion reports to identify trends, insights, and performance against key performance indicators (KPIs).
  • Coordinate with the creative team, including photographers and copywriters, to ensure all necessary assets for new product launches are received and prepared on time.
  • Optimize all product-facing content for search engines (SEO) to improve organic search visibility and ranking for target keywords.
  • Handle the return and exchange process (RMA), ensuring customers have a smooth experience and that returned inventory is processed correctly.
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  • Collaborate closely with the marketing team to ensure a cohesive brand message and promotional strategy between the website, email campaigns, and social media.
  • Monitor and actively respond to customer reviews and feedback on product pages and third-party review sites to foster community and address concerns.
  • Assist in segmenting customer data within the CRM or e-commerce platform to support targeted email marketing and personalization efforts.
  • Curate and update website content beyond product pages, such as FAQs, shipping information, and "About Us" pages, to keep information current and helpful.
  • Support the management of third-party marketplace listings and operations on platforms like Amazon Seller Central, eBay, or Walmart Marketplace.
  • Perform rigorous testing of new site features, integrations, and functionalities before they are launched to the public.
  • Assist in the setup and monitoring of A/B tests on landing pages, product pages, and checkout flows to drive continuous improvement in conversion rates.
  • Maintain a deep understanding of the platform's (e.g., Shopify, Magento) backend to efficiently troubleshoot issues and implement updates.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to answer specific business questions from leadership.
  • Contribute to the organization's e-commerce strategy and technology roadmap by providing insights from daily operations and customer feedback.
  • Collaborate with business units like merchandising and planning to translate data needs and product assortment strategies into digital merchandising requirements.
  • Participate in sprint planning and agile ceremonies within the broader digital team.
  • Assist in documenting e-commerce processes and workflows to create a central knowledge base.

Required Skills & Competencies

Hard Skills (Technical)

  • E-commerce Platform Proficiency: Hands-on experience with platforms like Shopify, Magento, BigCommerce, or WooCommerce is essential.
  • Web Analytics: Strong familiarity with Google Analytics or similar tools to track and report on website traffic, user behavior, and sales data.
  • Inventory Management Systems: Experience with ERP or inventory management software to track stock levels and sync data.
  • Microsoft Excel / Google Sheets: Advanced proficiency for data manipulation, reporting, and bulk product uploads.
  • Marketplace Management: Experience with Amazon Seller Central, eBay, or other third-party marketplaces is a significant plus.
  • Customer Service Software: Familiarity with CRM and helpdesk tools such as Zendesk, Gorgias, or Salesforce Service Cloud.
  • Basic HTML/CSS: Foundational knowledge for making minor content and layout adjustments within a CMS.

Soft Skills

  • Extreme Attention to Detail: Meticulous approach to data entry, content proofreading, and quality assurance.
  • Organizational & Time Management: Ability to multitask, prioritize a high-volume workload, and meet deadlines in a fast-paced environment.
  • Proactive Problem-Solving: An analytical mindset to identify, troubleshoot, and resolve site issues and customer problems independently.
  • Strong Communication Skills: Excellent written and verbal communication for collaborating with teams and interacting with customers.
  • Customer-Centric Mindset: A genuine passion for creating an exceptional online experience for every customer.
  • Adaptability: Eagerness to learn new technologies and adapt to the ever-changing e-commerce landscape.
  • Collaborative Spirit: A team player who works effectively with cross-functional partners to achieve common goals.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent relevant work experience.

Preferred Education:

  • Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Marketing or Digital Marketing
  • Communications
  • Retail Management

Experience Requirements

Typical Experience Range:

  • 1-3 years of experience in an e-commerce, digital marketing, or a related role.

Preferred:

  • At least 1-2 years of direct, hands-on experience managing a site on Shopify, Magento, or a similar enterprise-level e-commerce platform.
  • Experience in a direct-to-consumer (DTC) brand or multi-channel retail environment is highly desirable.
  • Proven track record of managing product catalogs, processing online orders, and contributing to online sales growth.
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