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For Companies At a Glance
- Tasks: Lead the customer service team, ensuring top-notch support and satisfaction.
- Company: Join Vivienne Westwood, a legendary British fashion brand committed to creativity and sustainability.
- Benefits: Enjoy perks like health support, gym discounts, and a generous leave allowance.
- Why this job: Be part of a culture that values innovation, activism, and personal growth.
- Qualifications: 5 years in ecommerce customer experience; skilled in Salesforce, OMS, and advanced Excel.
- Other info: This role is based in London and requires an EU work permit.
The predicted salary is between 36000 - 60000 £ per year.
Vivienne Westwood is one of the most iconic British fashion brands, renowned for its heritage, innovative design, and commitment to culture and activism. We care deeply about our people and the environment, and our core values — Gaia, Quality not Quantity, Activism, Culture & Heritage — guide us daily. If you share our passion for creativity, sustainability, and innovation, we’d love to hear from you.
ABOUT THE ROLE
We are excited to offer an opportunity for an Ecommerce Customer Service Supervisor to join our Ecommerce team on a full-time basis for 12 months. This role will be based in our Merton office. Critical for overseeing operations of the customer service team and operations in place for handling inquiries, complaints, and support, ensuring a positive customer experience, retention and service performance.
KEY RESPONSIBILITIES
- Overseeing the customer service Japan team operations, monitoring team performance metrics and providing feedback and training to improve service quality and customer satisfaction.
- Developing and implementing VW customer service policies and procedures to ensure efficiency and effectiveness in handling inquiries and issues.
- Monitoring and reporting on order generation and order fulfilment across localised warehouse and carrier functions.
- Tracking of order process exceptions measuring the online order flow to ensure timely and accurate order fulfilment.
- Working collaboratively with IT and systems integration (SI) teams to identify and enhance internal system performance and efficiency related to customer order fulfilment, tracking, and processing.
- Collaborating with UK and Japan stakeholders, including logistics and sales, to address customer service concerns to improve operations and localised service delivery.
- Analysing customer feedback and trends to identify areas for improvement in products and services.
- Managing escalated customer issues, providing solutions, and ensuring timely resolution.
- Supporting the development of training programs and materials for customer service staff to enhance product knowledge and service skills.
- Staying updated on industry trends and best practices in e-commerce customer service to continually enhance our operations.
(Please note this is not an exhaustive list of duties and you may be required to perform additional duties to fulfil the requirements of the role)
PROFILE & KEY SKILLS
- 5 Years of experience
- Proficient in Salesforce Service Cloud, Order Management Systems (OMS), and SAP
- Skilled in leveraging advanced Excel capabilities to analyse data and streamline operations
- Ecommerce Customer Experience (CX): Over five years of experience in B2C order management and fulfilment.
- Salesforce Service Cloud & OMS: Expertise in managing customer interactions and order processes.
- SAP: Skilled in integrating systems for efficient operations.
- Advanced Excel: Proficient in data analysis, reporting, and process optimization.
- UX/UI: Strong focus on enhancing user interfaces and customer interactions to drive engagement.
BENEFITS
- Training
- Health & Wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Access to Financial Planning Service, etc.)
- Perkbox membership: access to a wide range of perks, discounts, and wellness resources
- Cycle to work scheme
- Generous annual leave allowance
- Pension Scheme
- Opportunity to develop new skills and progress in your career
- Opportunity to work for a company that cares and believes in its people and the environment
Ecommerce Customer Service Supervisor employer: Vivienne Westwood
Contact Detail:
Vivienne Westwood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Customer Service Supervisor
✨Tip Number 1
Familiarise yourself with Vivienne Westwood's brand values and mission. Understanding their commitment to sustainability and culture will help you align your responses during interviews, showcasing that you share their passion.
✨Tip Number 2
Highlight your experience with Salesforce Service Cloud and Order Management Systems in conversations. Be prepared to discuss specific examples of how you've used these tools to improve customer service and operational efficiency.
✨Tip Number 3
Stay updated on the latest trends in e-commerce customer service. Being knowledgeable about industry best practices will not only impress your interviewers but also demonstrate your commitment to continuous improvement.
✨Tip Number 4
Prepare to discuss how you've managed escalated customer issues in the past. Sharing concrete examples of your problem-solving skills will show that you're capable of handling the challenges that come with this role.
We think you need these skills to ace Ecommerce Customer Service Supervisor
Some tips for your application 🫡
Understand the Company Values: Familiarise yourself with Vivienne Westwood's core values such as creativity, sustainability, and innovation. Reflect these values in your application to show alignment with their mission.
Highlight Relevant Experience: Emphasise your five years of experience in e-commerce customer service, particularly in B2C order management and fulfilment. Use specific examples to demonstrate your expertise in Salesforce Service Cloud, OMS, and SAP.
Showcase Your Skills: Detail your advanced Excel capabilities and how you've used data analysis to improve operations. Mention any experience you have with UX/UI to highlight your focus on enhancing customer interactions.
Craft a Strong Cover Letter: Write a compelling cover letter that not only outlines your qualifications but also expresses your passion for the brand and its commitment to culture and activism. Make it personal and engaging to stand out.
How to prepare for a job interview at Vivienne Westwood
✨Know the Brand Inside Out
Before your interview, make sure you research Vivienne Westwood thoroughly. Understand their values, mission, and recent initiatives. This will not only show your genuine interest in the brand but also help you align your answers with their core principles.
✨Demonstrate Your Customer Service Expertise
Be prepared to discuss your previous experience in customer service, particularly in e-commerce. Highlight specific examples where you've improved customer satisfaction or resolved complex issues, as this role requires strong problem-solving skills.
✨Showcase Your Technical Skills
Since the role requires proficiency in Salesforce Service Cloud, OMS, and SAP, be ready to discuss your experience with these systems. If possible, provide examples of how you've used advanced Excel capabilities to analyse data and improve operations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle customer complaints and team management. Think of situations where you successfully managed escalated issues or trained team members, and be ready to share those stories.
