Summary of e-commerce operation work

Many people do not understand customer service work and think it is very simple, monotonous, or even boring. It is just about answering the phone, taking notes, and surfing the Internet when there is nothing to do. In fact, you must be a qualified and competent customer service Personnel must have relevant professional knowledge, master certain work skills, and must have a high degree of consciousness and responsibility for work, otherwise mistakes and dereliction of duty will occur at work. Now let me share my e-commerce work experience with you. You are welcome to read it.

E-commerce work experience 1

The company gave me unlimited encouragement and support. Under the leadership of Mr. Tao and Mr. Jiang, and in accordance with the policies set by the company, I quickly Enter the role of your own management work, be good at communicating with others, have a strong collective consciousness, fully listen to the opinions and suggestions of others, and be able to quickly integrate into the work group team to achieve the best benefits of the team. Through close cooperation with college students, the predetermined goals were basically and effectively achieved. The following is my summary of the work in the past three months:

1. Main work situation.

1. Provide training and division of labor to college students, and arrange their related work closely. It can be said that college students have almost zero experience in life and work. They have just left school and immediately enter and leave companies and society. They also have a lot of discomfort. The main reason for this discomfort is that they don’t know where to start their work. How to do a good job in e-commerce related work? University training is the first step for me and college students to achieve great results, so that they can be fully familiar with the company's corporate culture, humanistic culture, and the most important thing is to gradually become familiar with the requirements. Products sold, basic business processes, understand what the company mainly does? Where is the market positioning? Where should our market goals be directed? Who are the market individuals and groups targeted? When college students have a new and profound understanding of the company as a whole After understanding each other, the daily work content of each member will be arranged differently depending on the person. Each member has his own goals and will be more purposeful in doing so, so as to achieve full utilization of human resources.

2. Establish a Taobao mall platform, including product listing, image processing, web page art, and decoration template formulation. My daily work on Taobao includes: store decoration, data analysis, software application, cooperation with Taobao in event registration and online lectures, etc., including the promotion of some Taobao malls, such as Taobao customers, Taobao shopkeepers, related forums and postings within Taobao gangs. stick. The basic framework of online marketing has been initially established, but real economies of scale have not yet been achieved:

(1) After three months, Taobao Mall and CC613 were successfully opened and have now begun successful operations, and gradually On the right track, the opening and operation of the two stores will provide an important platform and channel for later publicity and promotion and investment promotion, especially for grasping market dynamics and consumer information feedback; the experience and lessons accumulated in the operation process will also provide an important platform for the future. The work provides many methods and methods worth learning from and carrying forward.

(2) Based on the actual situation of e-commerce work and the company’s talent reserve and other considerations, we plan to hand over CC613 to a team of college students for planning in October to form an e-commerce sales team. Although the number of employees is small, there is a clear internal division of labor, emphasis is placed on leveraging personal expertise, and many meetings have been held to exchange ideas and experiences. With the continuous development of e-commerce in the future, the number, structure, division of labor, quality, etc. of our reserve team members will continue to increase and be improved.

(3) As competition in the online market becomes increasingly fierce, in order to adapt to the situation, we organized multiple promotions, including variety promotions and holiday promotions, but the effect was not obvious. Developing the market is a headache, and finding potential customers is also a profound knowledge. It requires a lot of hard work to find out the reasons, so I want to try to invest in advertising in a planned way in October, including Although the effects of Express and Alimama may be limited, they provide us with a lot of experience and lessons worthy of in-depth study to understand the characteristics of Taobao advertising and how to better play the role of advertising.

(4) According to Mr. Tao’s requirements and through comparison of market conditions, know how to set prices, how to analyze the composition of prices, how to communicate with customers about price issues, and how prices fluctuate. How to calculate the cost, what is included, etc. Finally, after many adjustments to the product and price, we positioned and adjusted the psychological price range that consumers can accept.

2. Main existing problems

(1) Competition within Taobao is extremely fierce.

Through the analysis of the competitive market, it is obvious that although Taobao's market is not yet saturated, the competition in the market is already quite fierce. The conditions for competition are multifaceted. We have our advantages, but we also have disadvantages, such as our unclear price positioning, less mature market relationships than others, less broad connections than others, lack of professional marketing teams, lack of technical personnel, etc. In fact, the marketing team must not only be technically proficient, but also should conduct in-depth study and study on how each customer enters their circle, how to talk, and how to build relationships. I think this series is what we need to consider. problem, so how to use our advantages to resist other people's disadvantages and capture the market is very important.

(2) Affected by Taobao’s various rules, online store credit, popularity, and single product sales have fallen into a vicious cycle.

The vicious cycle is mainly reflected in search rankings. There are too few opportunities to be displayed on the homepage. If ranked by remaining time, each item will cycle to the homepage for less than 3 minutes per week; if ranked by popularity, The home page displays stores with high credit, large sales of single products, and high popularity. Stores with lower credit and lower sales have little chance of turning around due to normal development, because the less displayed, the less sold, and the less sold. The fewer people there are, the worse the popularity and the lower the ranking. This leads to a vicious cycle that repeats itself over and over again.

From the perspective of the sustainable operation of local specialty stores, the franchisees we have faced in the past or in the future may have become "mid-way monks", so they have little understanding of the industry, professionalism, product familiarity, business skills, and promotions. Strategies and other aspects are inherently deficient and lacking, so how to effectively and flexibly guide and train franchisees in these aspects is also an important issue to be faced in the future.

3. Construction of CC613 mall platform.

CC613 Mall is mainly responsible for online marketing and promotion, including information monitoring of Q&A platforms, forums, Baidu Google Tieba, Baidu Google Encyclopedia, websites, blogs, daily maintenance of the website, and writing based on the website or product Promotion plan, SEO search engine optimization technology and advertising, using common methods of website promotion for promotion, etc. Based on the company's situation, the e-commerce work is as follows: (1) Navigation website links;

(2) Submissions of search engine login portals, about 30 of which need to be reviewed;

( 3) SEO search engine optimization, keyword setting;

(4) Company website content update, friendly link optimization;

(5) Regular searches on Baidu, Google and other large portals Publish corporate websites and industry websites.

E-commerce work experience 2

For online stores, there are always several periods of the year that are the peak sales season. The "Double Eleven" has just passed. "Double Twelve" meets the majority of buyers again. In this regard, as Taobao sellers, we should really thank Mr. Xiama. He not only created Taobao, the most popular online business platform, and allowed many people like me who want to start their own businesses to start their own businesses, but he also The innovative online marketing model has started China’s “Double Eleven” and “Double Twelve” shopping frenzy, making many sellers and buyers the beneficiaries.

I sell tea, authentic Wuyishan tea. Since the opening of my Taobao store, I have witnessed many hot scenes of "Double Eleven", so this year, under the advice of many tea lovers , after discussing with my family, I happily participated in this year's "Double Eleven" event. It was my first time to participate in this kind of event, and I also encountered many problems. The most direct problem was the delivery problem. Facing orders from tea lovers from all over the country , the customer service and I were completely overwhelmed, so we had to mobilize the whole family to fight together.

Fortunately, the busy Double Eleven has passed. After the baptism of the "Double Eleven" promotion, I am also full of confidence in the upcoming "Double Twelve" and decided to give back to the tea-loving friends as much as possible. For the first time, some products are discounted by 20%. As soon as this event was launched online, it welcomed the patronage of a large number of friends and gained everyone's support. At the same time, I also learned the lesson of slow delivery during the "Double Eleven" period. For many customers who live far away, I paid for them myself and chose the fastest SF express. SF Express is indeed the leader in the express delivery industry. It is no wonder that the price is more expensive than other express delivery. I packaged and shipped the goods on Double 12, and within a few days I received positive comments from tea lovers confirming receipt of the goods.

Customers' praise is undoubtedly the greatest affirmation of our sincere efforts, spurring us to better serve our friends and never reduce product quality or service quality due to activities. On the contrary, in this special In this season, we must wholeheartedly provide the best service to everyone, because this season is the real test for businesses. Why do you say this? Because when communicating with buyers who came to my Taobao store to buy tea, I heard something like this: During last year’s Double Eleven, the buyer bought a piece of clothing in a certain store, and the seller said The reason for the delay in delivery was due to tight express delivery during Double Eleven. It turned out that the seller was out of stock and was waiting for the goods to be replenished before shipping to the buyer. Later, the buyer gave me a neutral review and never bought anything from the store again. Therefore, the more important the event, the more it will test the store. If the store is still good at this time, such a store will definitely not be bad in daily sales.

Therefore, in the face of the busy Double Eleven and Double Twelve, I have made sufficient preparations in advance, not only carefully selected a batch of good tea to meet the needs of tea lovers, but also in terms of service. As considerate as ever, I even offered money to send SF express to distant tea lovers during Double Twelve. This approach of mine also received everyone’s support. After the two events, my store’s performance was also good, especially during the During the "Double Twelve" event. After the event, I found through statistics that during the event, there were significantly more old customers than new customers who bought tea in my store. I am sincerely happy about this. The fact that there are more old customers than new customers means that my tea and services are recognized by everyone. , this will be my biggest motivation to insist on selling good tea, thank you.

E-commerce work experience 3

It has not been a year since I joined Skylight, but I still don’t know how to summarize what I have gained in this year. rise. The past reappeared and I found that some beautiful things were still vivid in my mind, whether it was some obstacles that had troubled me or prevented me from moving forward.

Before this job, I had been exposed to Taobao stores, which made me familiar with publishing product information. It can be said that e-commerce is my real first job. From the time I first entered the society to this day, I am very glad that I chose e-commerce. It is very rare to find a career that you like right from the beginning.

When I first started to get involved in this field, I didn’t know anything. I just felt that everything was boring. I had to repeat the same things every day, and I had to do them over and over again. I felt like I had to do them over and over again. Life seems to have been customized, so there is no so-called momentum and motivation when doing things. And I didn’t know enough about Skylight’s products at the beginning, so I felt that selling them online was really not an easy task. Until I received my first order for no reason. Although I might be ridiculed by my colleagues if I told it, an order of 100 yuan can be said to be negligible, but it gave me unprecedented confidence.

I used to think that it was really difficult to do online transactions in this industry. Not only was the price high, but also the professionalism of the assembled finished products made me give up. I think this 100 yuan order is not only 100 yuan, but also an affirmation of my work. From this time on, I understood where I should focus on making breakthroughs. Since you are not completely sure about the finished product, start with the profile. Simple pipes are not only easy to introduce to customers, but also shorten the delivery period and reduce the time wasted by workers.

If I had only relied on myself to learn e-commerce, I think I might not be able to view this job normally until now.

Now it is no longer just about publishing product information, but it also includes many deep-seated network factors. There are some professional issues that even I cannot fully grasp until now.

I think the most important prerequisite for e-commerce is to have a sufficient understanding of the product. If you cannot explain professional issues to customers in person, you may face the loss of potential customers. Use a confident and confident tone to talk about products, believing that products with advantages will definitely attract customers. Selling products is also selling yourself. Selling yourself is far more important than selling products. When facing the person you want to promote, you need to distinguish whether it is the real decision-maker, whether it really wants to buy your product, whether it is a competitor trying to set the price, or whether it just wants us to draw a design for it, etc.

The second is to arrange 8 hours reasonably

Working time is also a very critical step. Although now I often feel that there is not enough time and there may be a lot of things that are missed, but every day They all feel very fulfilling. Although there are some inquiries every day that have nothing to do with our industry, I take every customer seriously and introduce our fluorocarbon wood grain products on every Want Want website, because I feel that the product knowledge in our field is still insufficient. Few customers know about it. I think e-commerce is really a step-by-step process. Maybe after I first came into contact with the website, there were no related inquiries, or even inquiries in other fields. But over time, if I take every step seriously, I believe that every step will be taken. Everyone can receive their own orders.

The third thing to do is to have an optimistic, cheerful and positive attitude. The attitude determines the behavior, which is the premise of marketing.

If you treat something as a career that you love, rather than feeling that you are being forced to do something you don't like. Doing things with a happy mood can really get twice the result with half the effort and devote yourself wholeheartedly. E-commerce is a long-term process that yields results. Short-term efforts and persistence are unlikely to achieve the expected goals. As long as you are firm in your goals, take one step at a time, and complete the tasks you need to complete every day, then even if you really don't get actual results, you won't feel boring in your heart, and a full sense of satisfaction will arise spontaneously.

Finally, continuous e-commerce learning and knowledge accumulation are also very important.

Since I entered Skylight, I have been conducting e-commerce training and learning with Mr. Han, and I have gained a lot of knowledge from the activities of the Shanghai Business Alliance that I cannot usually learn in the office. While studying at the Business Alliance, I got to know many very successful celebrities in the field of e-commerce, including teacher Zhang Youwei’s online promotion and b2b marketing channels. b2b free membership carpet bombing has provided me with a lot of help in publishing product information; forums, blogs and communities, paying more attention to the online and offline communication of brand mouth beer have given me another way to promote my company's products; keywords Density distribution also makes me pay attention to some technical aspects in the product description. Teacher Huang Wei’s search engine optimization also made me more interested in the Internet. In addition to studying these courses, I also participated in the Shanghai Thousand People Online Business Conference, which was considered a major event in 20__. It's an honor to attend such a grand conference. In addition to learning with the help of external resources, I also often go to Alibaba forums, blogs, and Alibaba Want Want Groups to learn in various aspects. Although these tasks are time-consuming, it is very worthwhile to get some knowledge that can be used by yourself every day. For example, some functions of Baidu can only be understood from business friends in the group, from forum articles, and from searching on Baidu by yourself.

It has been several months since the Skylight Sales Department settled in Shanghai Shangshi Landscape. Although life here is very different from before, learning is still going on normally. I mainly learned about website links.

There are really not many technical things in e-commerce. As long as you try more and learn more, all the problems will no longer be a problem. Next year’s plan will be to continue to do seemingly simple things repeatedly and carefully as this year. Slowly convert original potential customers into actual orders. All efforts are the basis for the final trading volume.

In a word: if a seemingly small thing is done to the extreme, it will shine one day.

E-commerce work experience 4

The office work in 20____ was busy and fulfilling. Although I went through several job adjustments, I still combined the department’s job responsibilities and work plans and focused on online promotion. Mainly focus on the central and key tasks, and actively complete various tasks and tasks assigned by leaders. Looking back on the past year, I have mainly done the following three aspects of work

1. Internet promotion work

Maintained the company's website operation, updated content data, and participated in the 20____ annual website 2 This revision work has successfully completed the background rectification requirements of the website database. It further simplifies the steps of data entry and news updating, opening the door to further increase the visibility of the company's website on the Internet.

Supervise Baidu bidding rankings, constantly adjust the selected keywords and bids according to the actual situation, and strive for greater traffic and attention within a reasonable budget. At the same time, appropriately import Baidu traffic into blogs, news and other company current affairs items to further lay a solid foundation for increasing the company's visibility and the company's natural ranking.

Use forums and blogs to promote the website, and reprint excellent soft articles in large interactive sections such as Baidu Zhizhi and Tianya Q&A to increase the company's product exposure and company visibility. This work requires a certain amount of time and energy. It was carried out well in the first half of the year. However, in the second half of the year, due to the resignation of promotion specialist Xiao Zhu and the reduction of human resources, this work was greatly affected.

2. Administrative coordination work

Assist leaders to complete various administrative tasks. Participate in selection activities such as "Technological Innovation" and "Famous Products", assist leaders in outreach and visitor reception, and assist leaders in talent recruitment.

In order to assist colleagues in the company to carry out their work smoothly, we must do a good job in ensuring the operation of all aspects, ensuring that the company's telephone and network are open, all kinds of office equipment are operating normally, internal and external communication of work conditions, and left-right coordination of problem solving. Ensure that the company's pre-sales consultation and after-sales complaints can be handled in a timely manner, coordinate all parties, and answer patiently.

3. Comprehensive work on copywriting materials

Cooperate with the copywriting of various company promotional materials, such as product manuals, promotional manuals, practical manuals, quarter-fold pages, single pages and other materials, in a timely manner Communicate and coordinate with outsourcing suppliers.

Over the past year, I have made full use of the company's headquarters to contact the upper and lower levels, communicate with each other, and bring together all parties. I have collected information from all parties, and written and accurately compiled reports and feedback to various Media channels have played a good publicity role.

Actively participate in the company's "Two Sessions", write hosting copy, organize conference planning, so as to ensure the smooth development of important work and major activities of the unit, and do a good job in feedback and recording.

20____ is a year of development, but also a year of hard work. I still have shortcomings in my work. First, there is a lack of manpower, which causes the work level to stay in daily affairs. The time and energy invested in active consultation, investigation and research, and innovative thinking are relatively small; secondly, the implementation of work details and overall planning are not enough, and there is still a certain gap between work efficiency and the ideal rhythm.

XX is a new beginning for the company and each of us. It is also a new starting point. I will redouble my efforts to catch up. No matter which job you are in or what you do, your attitude and mentality are very important. Only when you face challenges calmly can you better handle and solve the problems you face, constantly enrich yourself, face your own shortcomings objectively, and more Improve the good things, and everyone will have a better tomorrow!

E-commerce work experience 5

Looking back at the time when I applied for the customer service position of the property management company at the Chamber of Commerce, it was like it just happened. But now I have transformed from an ignorant newcomer to a customer service employee who shoulders work responsibilities, and the customer service work has also changed from unfamiliar to familiar.

Many people do not understand customer service work and think it is very simple, monotonous, or even boring. It is just about answering the phone, taking notes, and surfing the Internet when there is nothing to do. In fact, you need to be a qualified and competent customer service person. Personnel must have relevant professional knowledge, master certain work skills, and must have a high degree of consciousness and responsibility for work, otherwise mistakes and dereliction of duty will occur at work.

Of course, I didn’t realize this at the beginning, but I realized it deeply after experiencing various challenges and hardships at work.

The following is my main work content this year

1. Handling procedures and certificates such as customer closing and decoration, as well as archiving of merchant information, files and keys, among which it is necessary to distinguish The ad area on the first and second floors and the abcd area on the third floor all belong to the government. Most of the first and second floors belong to Chen Guide, a small part belongs to commercial rudders, and some belong to private owners.

2. Be familiar with all aspects of information, including the owner, decoration unit, construction unit, etc., while keeping records, notify relevant departments and personnel for processing, track the process, and conduct a return visit after completion .

3. Production, sending and archiving of letters and documents. At present, Guide Company and Shangduo and Woolen Weaving Office are issuing single letters, rectifying the disorderly placement of notices in the aisles, warm reminders, and item release slips. ﹑ Small project orders? ﹑ Be familiar with how to use large-scale decoration materials, maintenance orders, etc.

In the process of completing the above work, I learned a lot and grew a lot.

1. The hard work at work has shaped my character and improved my psychological quality. For someone who is new to property management and has little experience in property management, I will inevitably encounter various obstacles and difficulties at work. With the help of my leaders and colleagues, I have the courage to face difficulties and challenge them. , the character has further settled down. I think we should maintain a good mental outlook and working condition in front of customers. As a customer service staff, we should put professionalism and service with a smile first.

The so-called professionalism means that when you are at work, no matter how hard you have worked before, you should do your job well and fulfill your job responsibilities. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you must put your work first and always keep smiling, because you represent not only your personal image, but also the image of the company. Try to maintain a smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette work such as reception etiquette and telephone etiquette.

2. Realize the importance of details in work and life. Details are often underestimated or even ignored by people because of their "smallness". They also often make people feel cumbersome and have no time to take care of them. At the Woolen Trade Center, I deeply realized that details cannot be neglected or careless. Whether it is every line of writing and punctuation when reviewing official documents, or the refinement of services emphasized by the leaders, and no dead ends in sanitation, etc., I have a profound understanding that only by going deep into the details can I get rewards. Details produce benefits, and details bring success.

3. My talents have been expanded through work and study. When I complete every job seriously and hard, I get support and affirmation in return. I remember that during the Woolen Textile Fair, in order to do a good job, our customer service department, engineering department, and security department all worked overtime for four or five days to do their jobs well. Although it is tiring, it reflects the unity spirit of our customer service center. This shows that everyone is full of passion for work. As for the next step, I have to complete the computer map of the ABCD area on the first, second and third floors of the Woolen Trade Center. I will treat it seriously and responsibly, and do my best to complete all the work. Get better one by one.

In the new year of 20__, I will work hard to correct the shortcomings in my work in the past year, continue to improve, and strengthen the work in the following aspects:

1. Strengthen Learn the basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception procedures and etiquette.

2. Strengthen document production capabilities and expand various work skills, such as learning how to operate some new computer software, how to answer customer problems, etc.

3. Further improve your personality, increase your patience with work, pay more attention to details, strengthen your sense of responsibility and cultivate your enthusiasm for work.

4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve your abilities in all aspects, and keep up with the company's progress.

I am very happy to come to the big family of Woolen Trade Center. The cultural concepts and working atmosphere of the property management company have unconsciously infected and promoted me.

It allows me to learn at work, grow in learning, and determine the direction of my efforts. At this moment, my biggest goal is to challenge myself, surpass myself, and make greater progress in the new year's work!