With the COVID-19 outbreak accelerating the shift to online shopping, eCommerce has been the fastest-growing segment of the retail market. The growth of the online retail industry is expected to persist. Businesses all over the world, from online start-ups to big brands, are racing to capitalize on this trend.
To be successful, businesses must leverage all available digital channels to connect with consumers. And while eCommerce presents numerous growth opportunities, businesses must have the right people in place to reach online success through strong management, streamlined order fulfillment, fast shipping, and outstanding client services.
eCommerce Resources and Infrastructure Needs
The human resources and infrastructure needs of eCommerce businesses are different from those of brick-and-mortar. Building an eCommerce team can be difficult for online entrepreneurs, especially if you are just starting out. No need to worry, though. Our order fulfillment team has put together a guide to help you get the right people in place to drive your eCommerce success. We'll look at how you can structure your eCommerce team to minimize costs while maximizing efficiency and profitability.
Building and structuring an effective eCommerce team is vital for fast and sustainable growth. When it comes to running a successful online business, having the right people in place is just as important as your products or services, website, and technology. Here are the key roles that you must fill to put together an effective eCommerce team.
Director/Manager of eCommerce
Every brick-and-mortar business needs a manager, and so does an online business. The director or manager of eCommerce is someone with the right skill set to oversee your online start-up, which is their primary responsibility. You can assume this position as the owner of an online business, or you can hire someone with the right expertise.
As an online business, your website is your storefront. It's imperative that you take steps to ensure that your website is easy to use and efficient to manage. On top of being aesthetically pleasing, your website should offer various search and filtering options and multiple payment options. That's the work of a web developer. You can have an in-house web team or outsource to a web agency.
Human Resources Team
Human Resources is the backbone of every organization. This is the team that keeps track of your staff, key performance metrics, and payroll. HR has all the information you need to know whether your business is making progress or not. Consider having a small HR team to manage your growing eCommerce team so that you don't have to worry about hiring, payroll, and insurance.
Finance and Accounting
Finance and Accounting are essential elements of a successful eCommerce business. This is the department that manages your start-up's income, expenses, and taxes. In other words, they are in charge of the money. Put together a small accounts team to handle your finances and provide accounting software to make everything smooth and efficient.
Having a marketing team is very important for your eCommerce business. The marketing department is charged with ensuring the continued growth of your customer base. Ecommerce marketing teams typically utilize email, social media, influencer marketing, affiliate programs, and paid search campaigns to build online brand awareness and attract more customers.
Operations and Inventory Management Team
Operation and inventory management should be a crucial part of your personnel. For the most part, this team manages and directs the flow of merchandise. They ensure quick dispatches, allowing your business to handle more orders. Depending on the size of your operation and other constraints, you can have an in-house team or outsource to a trusted eCommerce fulfillment company.
Order fulfillment centers, also known as eCommerce fulfillment warehouses, are facilities from which an online business's orders are picked, packed, and shipped to your customers. Working with a reliable eCommerce fulfillment partner has several benefits for online businesses. For instance, outsourcing fulfillment services allow online start-ups to focus on growing their business and improving their products.
Customer Support Team
Excellent customer service is essential for any successful business. The dedicated client success team at RakutenSL is here to support you and your eCommerce business as well as managing your returns process handling, so you can communicate and resolve issues with your customers while leaving the logistics to us. With U.S.-based customer service and in-house warehouse liaisons, you can expect responsive communication from logistics experts. It's essential to build a streamlined digital process for the customer support team to coordinate with inventory, logistics, and returns.
Lastly, you need a lawyer to help you with the legal aspects of running a business. Having a lawyer as part of your team will help protect your eCommerce business from unwanted legal attention from your competitors, employees, and even your customers. In addition to legal protection, your lawyer will also help your business navigate the murky world of state and federal taxes.
3PL Services for Your eCommerce Logistics Needs
Having the right team in place goes a long way towards ensuring business success in the eCommerce world. In addition to having an effective eCommerce team, working with a reliable 3PL partner such as RakutenSL will help you further grow your business. We offer fast, world-class eCommerce fulfillment services for online retailers and merchants. Call us today for more information and to request a quote.