We launched different drop-shipping online stores. I was in charge of the customer service department and the order management process.
Customer service infrastructure:
I was writing the FAQ sections for our clients and creating the email templates in Zendesk for our agents. I was also creating the SOPs for our contact center and developing and delivering training on our products and our customer service policies to our Help Desk staff. I was also monitoring their performance and providing recommendations to improve the quality of service.
Regarding Zendesk, I created the entire infrastructure of the ticketing system (agent assignments, managing views, triggers, macros, automations, dynamic content) and the help center (interface settings, widgets, knowledge base, localization). I was also creating and exporting reports to analyze the customer service activity.
Order Management Process:
Each month, we were renewing our selection of products. As dropshippers, we were using AliExpress to source our products and DSers to integrate them in our online stores in WooCommerce.
I was selecting our products in AliExpress, importing them into DSers, and publishing them in WooCommerce.
Regarding Dsers, I was configuring and linking the platform for each newly created online store in WooCommerce, setting shipping methods, and tracking orders. I was importing products from AliExpress, mapping them, checking inventory levels, and pushing them to our respective online stores.
Regarding WooCommerce, I configured the settings (currency, inventory, shipping, payment, email notifications, categories, SKU, image gallery, string translations), adding and managing products (writing and translating product descriptions, selecting images, entering product data), and managing orders (order statuses, managing multiple orders, editing orders).
I was also processing and tracking orders, troubleshooting order issues, issuing refunds and invoices, and managing disputes in partnership with our suppliers and the sales team.
The challenge was to ensure that the products were continuously available on AliExpress. Indeed, products were regularly discontinued or there was a change of supplier, requiring the mapping to be redone in order to be able to fulfill our customers orders.
These stores were in English, French, Spanish, and Italian. They were all configured on the same template, but only the name of the shop and the contact information were different.
These subscription-based online stores are no longer in business.
Cath Assist Service 