How Do You Know It’s Time to Hire Staff for Your eCommerce Business

E-Commerce Business - People Development Network
E-Commerce Business - People Development Network

Supply and Demand

One of the main rules of trade is to follow the rule of supply and demand management. If the demand for traded goods increases, it means that you can increase the supply, and thus increase sales.  As soon as demand goes up then you need to be responsive to hire new people to make sure you can increase supply.  There are certain functions you need to be able to carry out in your eCommerce business and what follows identifies some essential hires you may need to consider.

Track people performance

Even before you hire new employees, you must have developed clear criteria for evaluating their performance. For example, how the sales manager achieves sales targets or follows the sales plan. . By assessing the business performance and results of an employee’s work, you will be able to understand how right your hiring decision was.

Don’t be afraid of downsizing. If for some reason the demand for your product has dropped or not reached your expectations, and your sales revenue has started to decline, it is worth thinking about downsizing. This will help keep the company afloat and increase the profitability of the business.

Here are some of the roles you may need to recruit into your eCommerce business.

1. Business management

As a rule, this is done by the direct shop owner or a hired manager.  The duties of the manager include the organization of business processes, as well as the development of the store. The manager is responsible for planning the work of all employees or departments of the store and supervises the results of work. And of course, the manager is responsible for the financial results

2. Accounting

Maintaining financial statements is crucial for your eCommerce business.  You can employ someone for this, or this function can be outsourced.  The accountant should help to determine the system of taxation in order to reduce the costs of taxes and other costs. They should also keep timely records of all accounting documents, expenses, and income and report to the tax authorities in time. The duties of an accountant may also include the registration of bills of lading, the calculation of wages for employees, the conduct of operations through the cash systems.

3. Searching and working with suppliers

At first, the shop owner will likely personally oversee the purchase of supplies.  As the eCommerce business starts to expand there will be a need to constantly look for new suppliers, this work can be entrusted to a purchasing manager, category manager or sales manager.

The main duties of the purchasing manager are the timely replenishment of stocks of goods, the selection of suppliers with the most favourable prices and delivery conditions, as well as conducting negotiations with them. In addition, the employee monitors the delivery of goods, controls the quality of purchased products and executes accompanying documents.

4. Attracting and retaining customers

An internet marketer is responsible for attracting and retaining customers. Marketing is extremely important for online stores because without visitors you will not have sales. Since the concept of marketing includes many areas, it is often in the novice online stores that hire one online marketer who can attract remote contractors to perform specific works.  As a rule, advertising and promotion of goods are not outsourced and is carried out by the marketer.

5. Processing requests and customer calls

A sales manager works directly with customers. At first, this function can be performed by the owner of the online store, but as the number of requests and sales will have to hire one or more employees.

The main task of the seller is to communicate with customers, accepting and placing orders. He or she has to accept incoming calls on his or her own and answer e-mails or forms of quick communication on the website. If necessary, the employee should advise clients and help them to choose the right product. The manager will work with the client until the moment of purchase and communicate with them even after the completion of the transaction.  This is a way to create customer loyalty for any eCommerce business.

6. Approval of delivery terms

As a rule, a sales manager or an order manager is in charge of coordinating delivery dates and planning the delivery of the courier service.

The sales or order manager must contact the customers by the most convenient method and agree on the delivery schedule. Stores often deliver goods on certain days, which is something the customer needs to be told about. If delivery is made the next day, the manager should clarify whether it is convenient for the buyer. Having specified all the details of all orders, the employee should make a delivery schedule and hand it over to the courier.

7. Preparation of documents for buyers

Documents such as waybills, cheques and warranty cards can be prepared by either an accountant or a sales manager. Some documents, such as invoices, can be prepared by the storekeeper if the store has a warehouse.

Employees are obliged to prepare bills of lading, cheques and other documents in time before the order is shipped. He or she must be aware of the specifics of the necessary formalities in order to comply with the law. After preparation, the documents must be handed over to the courier who will deliver the orders.

8. Delivery of orders

If the store isn’t very large, the owner of the store delivers it. But as the number of orders grows, the courier starts doing it. Often, it is profitable for an online store to use a suitable shipping solution and delegate the delivery of orders to outside organizations that have a large fleet of vehicles and a developed network of pickup points. But if you do not want to trust the process of delivery to other organizations, it will be necessary to hire someone to carry out this function.

9. Technical support of the site

It is extremely important that the website is fast and consistent. Technical support can be carried out by a staff member (programmer, system administrator) and a third party team. As a rule, online stores are created on specialized CMS or platforms, and their developers provide support for the work of sites and advise clients. Nevertheless, many large stores have one or more of their own technical support specialists.

10. Functional development of the site

The eCommerce market and the requirements for online platforms from potential buyers and search engines are not in place. If your site, at the time of its opening, fully corresponded to the current market requirements, it is not a fact that in a year you do not need to involve programmers to change the existing functionality or develop and implement new ones. Tasks related to changing or creating new functions are solved with the involvement of the company’s employees or third-party developers (programmers).

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