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Online Merchants

SOC 13-1199.06Job Zone 4 · Considerable Preparationv.26.05

Context coveredThis framework covers the full scope of online merchant practice — from order fulfillment, payment processing, and customer correspondence to sourcing, pricing, automation, and strategic e-commerce leadership in digital retail environments.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. Customer orders and shipping documentation — package and prepare for direct shipment under supervisory guidance in an e-commerce fulfillment environment.
  2. Electronic payment transactions — receive and process using established transaction service platforms with close oversight from a senior merchant.
  3. Order management software — enter and track customer orders following documented protocols in a structured online retail setting.
  4. Transaction confirmation emails — compose and deliver to customers using approved templates after order completion in a digital storefront.
  5. Customer inquiries — respond to routine questions via email or messaging platforms using scripted guidelines in an online retail context.
  6. Product purchase subtotals, taxes, and shipping costs — calculate using provided formulas and submit to customers through the merchant's checkout system.
  7. Sourcing opportunities — identify new or used items from online marketplaces for resale under direction from an experienced merchant.
  8. Product listings — draft accurate descriptions and upload to a retail or auction website following brand and formatting standards.
  9. Inventory records — monitor and update using database management software to maintain stock accuracy in a small e-commerce operation.
  10. Customer complaints — escalate unresolved issues to senior staff while documenting interactions in the order management system.
Developing
Mid-level / Established
  1. Customer orders and third-party distributor transfers — manage and coordinate with reduced oversight to ensure timely fulfillment in a multi-channel e-commerce environment.
  2. Electronic payment processing workflows — maintain and troubleshoot using point-of-sale and transaction service software across routine order volumes.
  3. Invoicing and order automation — configure and manage using order management or invoicing software to reduce manual processing in an established online storefront.
  4. Post-transaction communications — draft and send customized shipment confirmation and follow-up emails to maintain customer satisfaction standards.
  5. Customer correspondence — handle product, policy, and shipping questions via email, telephone, or chat with consistent tone and resolution across familiar issue types.
  6. Resale inventory — source competitively from online and physical suppliers by evaluating pricing trends and product demand in an active retail market.
  7. Product pricing — determine and adjust using market research and cost analysis to maintain margins in a competitive online sales environment.
  8. Tax and shipping cost calculations — apply relevant rate tables and carrier pricing tools accurately for diverse order types within established merchant platforms.
  9. Sales and marketing software — use to monitor listing performance metrics and identify opportunities for product promotion in a growing e-commerce business.
  10. Vendor negotiations — conduct for purchase pricing and terms using market data and prior buying history in a multi-supplier sourcing context.
Proficient
Senior / Expert IC
  1. Complex fulfillment workflows — design and oversee across direct-ship, drop-ship, and third-party distributor channels to optimize order accuracy and delivery speed.
  2. Payment processing systems — evaluate, integrate, and troubleshoot using enterprise application integration software to ensure transaction security and operational continuity.
  3. End-to-end order lifecycle automation — architect and refine using order management and invoicing platforms to scale throughput without proportional staffing increases.
  4. Customer communication strategy — develop and execute multi-channel correspondence protocols that address product, policy, and shipping issues and drive repeat business.
  5. High-value or complex customer disputes — resolve autonomously by applying critical thinking, service orientation, and knowledge of platform policies in a competitive online marketplace.
  6. Merchandise acquisition strategy — lead sourcing decisions across online and physical channels, balancing margin, velocity, and category mix for a mid-to-large e-commerce operation.
  7. Dynamic pricing models — build and apply using competitive intelligence and economics knowledge to maximize revenue across seasonal and market fluctuations.
  8. Financial reporting accuracy — ensure by reconciling subtotals, tax calculations, and shipping cost submissions against accounting records in a multi-jurisdiction e-commerce operation.
  9. Web platform and data mining tools — leverage to analyze customer behavior, optimize product listings, and drive conversion in a data-driven online retail environment.
  10. Cross-functional problem solving — lead resolution of non-routine operational issues spanning logistics, technology, and customer service within an autonomous merchant role.
Advanced
Lead / Principal / Executive
  1. Enterprise fulfillment strategy — define and continuously improve across direct-ship, marketplace, and wholesale channels to support organizational growth and customer experience goals.
  2. Payment infrastructure governance — set standards for transaction service selection, fraud mitigation, and compliance across all merchant platforms at an organizational level.
  3. Technology roadmap for order and invoice automation — lead evaluation and adoption of emerging software solutions that position the organization ahead of operational scale demands.
  4. Customer experience vision — establish organization-wide communication standards and escalation frameworks that translate into measurable satisfaction and retention outcomes.
  5. Sourcing and vendor partnership ecosystem — cultivate and lead a strategic supplier network that delivers competitive pricing, product exclusivity, and supply chain resilience.
  6. Pricing architecture and revenue optimization — design organization-level pricing governance frameworks that integrate market economics, promotional strategy, and margin accountability.
  7. Talent development in e-commerce operations — mentor and coach merchant teams on fulfillment, sourcing, customer service, and platform competencies to build organizational capability.
  8. Data-driven growth strategy — direct the use of data mining, analytics, and web platform intelligence to identify new market opportunities and guide investment decisions.
  9. Cross-organizational policy development — author and champion policies governing product standards, customer correspondence, taxation compliance, and platform governance across the enterprise.
  10. Executive stakeholder alignment — translate e-commerce performance metrics, market trends, and operational insights into strategic recommendations for senior leadership and business partners.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.

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Sources:Pathsmith™ Durable SkillsPathsmith™ Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
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Source anchors that ground each statement

Related titles
E-Commerce Account Manager · E-Commerce Administrator · E-Commerce Analyst · E-Commerce Assistant · E-Commerce Associate · E-Commerce Business Analyst · E-Commerce Business Channel Specialist · E-Commerce Clerk · E-Commerce Coordinator · E-Commerce Developer · E-Commerce Digital Marketing Manager (Electronic Commerce Digital Marketing Manager) · E-Commerce Manager
RAPIDS apprenticeships
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O*NET skills
Reading ComprehensionActive ListeningSpeakingCritical ThinkingPersuasionService OrientationWritingJudgment and Decision MakingMonitoringSocial PerceptivenessNegotiationCoordinationComplex Problem SolvingMathematics
Knowledge domains
English LanguageSales and MarketingCustomer and Personal ServiceCommunications and MediaAdministration and ManagementComputers and ElectronicsAdministrativeMathematicsEconomics and AccountingProduction and Processing
Abilities
Written ComprehensionOral ExpressionWritten ExpressionProblem SensitivityDeductive ReasoningNear VisionSpeech RecognitionSpeech ClarityOral ComprehensionInductive Reasoning
Work styles
DependabilityAttention to DetailAchievement OrientationIntegrityInitiativeAdaptability
Technology
Web page creation and editing softwareGraphics or photo imaging softwareWeb platform development softwareData base management system softwareOperating system softwareSales and marketing softwareData mining softwareObject or component oriented development softwarePoint of sale POS softwareEnterprise application integration software
Tasks · seed anchors for statements
  1. Fill customer orders by packaging sold items and documentation for direct shipping or by transferring orders to manufacturers or third-party distributors.
  2. Receive and process payments from customers, using electronic transaction services.
  3. Create, manage, or automate orders or invoices, using order management or invoicing software.
  4. Deliver e-mail confirmation of completed transactions and shipment.
  5. Correspond with online customers via electronic mail, telephone, or other electronic messaging to address questions or complaints about products, policies, or shipping methods.
  6. Purchase new or used items from online or physical sources for resale via retail or auction Web site.
  7. Determine and set product prices.
  8. Calculate purchase subtotals, taxes, and shipping costs for submission to customers.
CIP education codes
52.020152.020852.049952.090452.1101

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me®, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith™ Durable Skills Framework. © 2026 EBSCOed.