Training Plan: B2C Manager — Bridget Mokoena

Employee ID: HR-EMP-00019 | Email: support@velobiotics.com

Reports To: Cary Mabunda (Operations Manager), Chomba Chuma (Strategic)

Channel: B2C — Shopify US, TikTok Shop US, direct consumers

Geography: United States (primary), international

Currency: USD

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1. Role Overview

Bridget is the voice of Velobiotics to every B2C customer. She manages Shopify US orders, TikTok Shop operations, customer service across all B2C channels, and US market intelligence. Every customer interaction must be logged in ERPNext — no exceptions.

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2. Daily Inputs (Every Working Day)

2.1 Shopify Order Management

How often do Shopify orders arrive? Continuously, all day. Shopify pushes every new order to ERPNext the moment the shopper checks out — there is no fixed import time and nothing for you to run by hand. A new order is normally a Sales Order in ERPNext within 5 minutes of checkout.

How the order reaches you (you do not have to do any of this):

Step	What happens
1	Shopper checks out on the Shopify store.
2	Shopify instantly notifies ERPNext (a webhook).
3	ERPNext pulls the order from Shopify within 5 minutes and creates the Sales Order.
4	If the order is paid, ERPNext also creates a draft Sales Invoice and a draft Pick List for the warehouse, and emails the picking document to the printer.
5	A call task lands on your list in the same second, with a ToDo assigned to support@velobiotics.com.

Your three Shopify call tasks. These are created for you automatically. You never create them yourself.

Task	When it appears	What you do
Shopify NEW order #SPF… “call customer to confirm order and advise fulfilment”	Immediately, as each paid order imports	Phone the customer, thank them, confirm the items and the delivery address, and tell them when to expect delivery. Log the call.
Shopify UNPAID order #SPF… “call customer for payment”	Immediately, as each unpaid order imports	Phone the customer, find out what blocked the payment, and help them complete it. Log the outcome.
Shopify abandoned carts <date> “call shoppers and offer a recovery discount”	07:00 every working day	Open Shopify Admin → Orders → Abandoned checkouts. Call each shopper, find out what stopped them, offer the approved recovery discount to convert.

Call the customer as soon as the task appears. The whole reason these tasks are raised per order instead of once a day is speed — a call made minutes after checkout converts and reassures far better than one made the next morning. Treat a new Shopify task as an interrupt, not a queue item.

One order, one call. An order produces either the confirmation task or the payment task, never both, so you will not phone the same customer twice about the same order.

Deadlines and your working days. Every task is due the same day. If an order lands on a Saturday, Sunday, public holiday, or a day you are on approved leave, ERPNext automatically moves the deadline to your next working day — so nothing lands on you while you are off, and nothing quietly goes overdue. Example: orders that arrived on Saturday 8 August 2026 were dated Tuesday 11 August, because Monday 10 August was National Women's Day (observed).

Abandoned checkouts live in Shopify only. They are not synced into ERPNext, so that one list must be opened in Shopify Admin.

If something looks wrong. Do not create the Sales Order by hand and do not edit the item lines. Raise it with the systems team. The most common symptom is an order visible in Shopify but missing in ERPNext for more than about 15 minutes — that is a sync issue, not something to work around manually.

Full technical detail, including what runs when and how to troubleshoot, is in the Shopify Integration — Automation SOP.

2.2 TikTok Shop Order Import

What: Import TikTok Shop US orders into ERPNext

How in ERPNext:

1. Go to Selling → Sales Order → New

2. Create Sales Order for each TikTok Shop order:

• Customer: search by email or name (avoid duplicates!)

• Delivery Date: per TikTok Shop estimate

• Items: add each product with correct SKU and quantity

• Rate: USD pricing

3. Save as draft → confirm with Cary → submit

2.3 Customer Service — B2C

What: Respond to all B2C enquiries within 2 hours (US business hours)

How in ERPNext:

1. Go to Support → Issue → New

2. For each customer enquiry, create an Issue:

• Subject: brief description

• Customer: link to customer record

• Priority: Normal/High/Urgent

• Description: full details

3. Resolve and update Issue status → log resolution time

4. Escalate medical/product queries to Vuyokazi (probiotics@velobiotics.co.za)

2.4 Communication Logging

What: Log every customer interaction (email, chat, call) in ERPNext

How:

1. Go to CRM → Communication → New

2. Link to: Customer, Issue, or Sales Order

3. Log: channel (email/phone/chat), subject, outcome

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3. Weekly Inputs (Every Week)

3.1 TikTok Shop Revenue Report

What: Report TikTok Shop revenue vs target to Chomba

When: Every Friday by 16:00

How:

1. Go to Selling → Sales Order → filter by date range (Mon-Sun)

2. Filter by TikTok Shop orders (use naming convention or customer group)

3. Sum total revenue in USD

4. Compare to monthly target (pro-rated weekly)

5. Send summary to Chomba via WhatsApp or email

3.2 B2C Issue Review

What: Review all open B2C issues and ensure ≥90% resolved within 24 hours

How:

1. Go to Support → Issue → filter by status = Open

2. Check resolution timestamps

3. Flag any issue open >24 hours for urgent resolution

3.3 Customer Response Time Audit

What: Verify all B2C enquiries were responded to within 2 hours

How:

1. Go to CRM → Communication → filter by date range

2. Check timestamps between issue creation and first response

3. Flag any response >2 hours for review

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4. Monthly Inputs

4.1 B2C Revenue Summary

What: Compile monthly B2C revenue report (Shopify + TikTok)

When: 1st of each month

How:

1. Go to Selling → Sales Order → filter by previous month

2. Separate Shopify orders from TikTok Shop orders

3. Sum revenue per channel in USD

4. Compare to Chomba's monthly target

5. Submit report to Chomba via email

4.2 Refund Rate Analysis

What: Calculate monthly refund rate (target: <3%)

How:

1. Go to Selling → Sales Invoice → filter by previous month

2. Count total orders

3. Go to Accounts → Credit Note → filter by previous month

4. Count refunds

5. Refund rate = (refunds / total orders) × 100

6. Flag if rate exceeds 3%

4.3 Repeat Customer Analysis

What: Calculate repeat customer rate (target: ≥30%)

How:

1. Go to CRM → Customer → filter by B2C customers

2. For each customer, check if they have >1 Sales Order in the period

3. Repeat rate = (customers with >1 order / total customers) × 100

4.4 US Market Intelligence Brief

What: Send weekly competitor and market brief to Chomba

How:

1. Monitor US probiotic DTC competitors (Ritual, Seed, Sakara, etc.)

2. Note pricing changes, new products, marketing campaigns

3. Track Shopify store conversion rate

4. Identify product feedback trends from customer interactions

5. Send brief to Chomba via email by last working day of month

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5. Outputs

Frequency	Output	Delivered To	Source
Daily	Shopify order sync verification	Internal	ERPNext Sales Invoice
Weekly	TikTok Shop revenue vs target	Chomba (WhatsApp/Email)	ERPNext Sales Order
Weekly	Open issues review	Internal	ERPNext Issue
Monthly	B2C revenue report (Shopify + TikTok)	Chomba (Email)	ERPNext Sales Order
Monthly	Refund rate analysis	Chomba + Cary (Email)	ERPNext Credit Note / Sales Invoice
Monthly	Repeat customer rate	Chomba (Email)	ERPNext Customer / Sales Order
Monthly	US market intelligence brief	Chomba (Email)	External research + ERPNext
Quarterly	CSAT score summary	Chomba + Cary	ERPNext Issue feedback
Quarterly	ERPNext data completeness audit	Cary	ERPNext Communication/Issue logs

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6. KPIs and How to Track Them

Weekly KPIs

KPI	Target	Where in ERPNext	How to Check
TikTok Shop orders imported to ERPNext	100% same-day	Selling → Sales Order	Compare TikTok Shop order count vs ERPNext Sales Orders created today
B2C customer response time	≤ 2 hours	CRM → Communication	Check time between Issue creation and first Communication log
B2C issues resolved	≥ 90% within 24 hours	Support → Issue	Filter by resolution date - creation date ≤ 24 hours
TikTok Shop revenue vs target	Weekly tracking	Selling → Sales Order	Sum USD total for week, compare to pro-rated target

Monthly KPIs

KPI	Target	Where in ERPNext	How to Check
B2C orders (Shopify + TikTok)	Set by Chomba monthly	Selling → Sales Order	Count orders for the month
B2C revenue (USD)	Set by Chomba monthly	Selling → Sales Order	Sum total for the month
Customer satisfaction (CSAT)	≥ 4.5/5	Support → Issue → Feedback	Average CSAT from resolved issues
Refund rate	< 3%	Credit Note / Sales Invoice	(Credit Notes / Sales Invoices) × 100
Repeat customer rate	≥ 30%	CRM → Customer	(Customers with >1 order / total) × 100

Quarterly KPIs

KPI	Target	How to Check
ERPNext data completeness	100% of interactions logged	Audit Communication logs vs actual interactions
Customer record accuracy	Zero duplicate/incomplete records	Run customer duplicate check in ERPNext
SLA compliance	≥ 95% of issues resolved within SLA	Filter Issues by resolution within SLA

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7. ERPNext Training — Step by Step

Module 1: Sales Order Creation (Day 1)

1. Log in to erp.velobiotics.com

2. Navigate: Selling → Sales Order → New

3. Select Customer (search by email first, then name — never create duplicates!)

4. Add items: search by SKU (VEL001-VEL070) or item name

5. Set quantity and rate (USD for US orders)

6. Set delivery date

7. Save as Draft → review → Submit

Module 2: Issue Management (Day 2)

1. Navigate: Support → Issue → New

2. Fill: Subject, Customer, Priority, Description

3. Add communication: type response in the Communication tab

4. Update Status: Open → In Progress → Resolved → Closed

5. Check SLA: resolution time appears on issue

Module 3: Customer Management (Day 3)

1. Navigate: CRM → Customer → search before creating!

2. Search by: email → phone → name (in that order)

3. If not found → New Customer: fill name, email, phone, customer group = "Individual"

4. Edit existing: update missing fields (address, phone, email)

5. Never delete a customer — flag duplicates to Tsakane for merge

Module 4: Communication Logging (Day 4)

1. Navigate: CRM → Communication → New

2. Set: Communication Type (Phone/Email/Chat/Other)

3. Link to: Customer, Issue, or Sales Order

4. Subject: brief description

5. Content: notes from the interaction

6. Save

Module 5: Credit Notes for Refunds (Week 2)

1. Navigate: Accounts → Credit Note → New

2. Select the original Sales Invoice

3. Enter refund amount and reason

4. Save as Draft → submit only after Chomba confirms

Module 6: Reporting and Dashboard (Week 2)

1. Navigate: Reports → search "CD-Velobiotics"

2. Use "CD-Velobiotics Daily Operations Report" for daily snapshot

3. Use "CD-Velobiotics Weekly Sales Report" for weekly tracking

4. Use "CD-Velobiotics Monthly Sales Summary" for monthly reporting

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8. Assessment Criteria

The HR agent will assess Bridget's progress using:

Week 1: System Familiarity

☐ Can log in and navigate ERPNext

☐ Can create a Sales Order

☐ Can create and resolve an Issue

☐ Can log a Communication

Week 2: Daily Routine

☐ Daily Shopify order sync check is routine

☐ TikTok Shop orders imported same-day

☐ All customer enquiries logged in ERPNext within 2 hours

☐ Issues resolved within 24 hours (≥90%)

Month 1: KPI Achievement

☐ Weekly TikTok revenue reports sent to Chomba on time

☐ Monthly B2C revenue report submitted

☐ Refund rate < 3%

☐ CSAT ≥ 4.5/5

☐ 100% of interactions logged in ERPNext

Quarter 1: Full Competency

☐ All quarterly KPIs met

☐ ERPNext data completeness audit passed

☐ Zero duplicate customer records created

☐ US market intelligence brief delivered monthly

☐ Ready for quarterly performance review