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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 staff discounts, health support, training opportunities, and a cycle to work scheme.
- Why this job: Be part of a culture that values innovation, activism, and a positive impact on the environment.
- Qualifications: 5 years in e-commerce customer service; fluent in Japanese, Chinese, and English.
- Other info: This role is based in Merton and offers career development in a diverse workplace.
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 order process exceptions and 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 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.
- Analyzing 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 in e-commerce customer service and order management.
- Proficient in Salesforce Service Cloud, Order Management Systems (OMS), and SAP.
- Skilled in leveraging advanced Excel capabilities to analyze data and streamline operations.
- Experience in B2C order management and fulfilment.
- Strong focus on enhancing user interfaces and customer interactions to drive engagement.
- Fluent in Japanese, Chinese, and English.
Benefits
- Staff discounts
- Training opportunities
- Health & Wellbeing support (including Private Medical Insurance, EAP, Gym Discounts, Financial Planning Services)
- Perkbox membership for perks and wellness resources
- Cycle to work scheme
- Generous annual leave
- Pension scheme
- Career development opportunities
- Work for a company committed to caring for its people and the environment
Vivienne Westwood is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.
For our privacy statement, please visit this link.
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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 core values and mission. Understanding their commitment to sustainability and culture will help you align your responses during interviews, showcasing your passion for their brand.
✨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 enhance customer service and streamline operations.
✨Tip Number 3
Demonstrate your analytical skills by preparing to discuss how you've used data to improve customer service metrics in previous roles. This could include examples of how you've tracked order fulfilment or analysed customer feedback.
✨Tip Number 4
Since the role requires collaboration with stakeholders in both the UK and Japan, be ready to showcase your language skills and cultural understanding. Share experiences where you've successfully navigated cross-cultural communication in a professional setting.
We think you need these skills to ace Ecommerce Customer Service Supervisor
Some tips for your application 🫡
Understand the Brand: Familiarise yourself with Vivienne Westwood's values and mission. Highlight your passion for creativity, sustainability, and innovation in your application to show that you align with their ethos.
Tailor Your CV: Ensure your CV reflects your 5 years of experience in e-commerce customer service and order management. Emphasise your proficiency in Salesforce Service Cloud, OMS, and SAP, as well as your advanced Excel skills.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Discuss your experience in managing customer service teams, developing policies, and improving service quality, while also mentioning your language skills in Japanese, Chinese, and English.
Showcase Relevant Achievements: In your application, include specific examples of how you've enhanced user interfaces or improved customer interactions in previous roles. Use metrics to demonstrate your impact on customer satisfaction and order fulfilment.
How to prepare for a job interview at Vivienne Westwood
✨Show Your Passion for Sustainability
Vivienne Westwood values creativity and sustainability, so make sure to express your passion for these areas during the interview. Share examples of how you've contributed to sustainable practices in previous roles or how you plan to promote these values in customer service.
✨Demonstrate Your Customer Service Expertise
With 5 years of experience required, be prepared to discuss specific instances where you've successfully managed customer inquiries or complaints. Highlight your ability to enhance customer satisfaction and retention through effective service strategies.
✨Familiarise Yourself with Relevant Tools
Since proficiency in Salesforce Service Cloud, Order Management Systems, and SAP is essential, ensure you can discuss your experience with these tools. Be ready to explain how you've used them to improve order management and customer interactions.
✨Prepare for Team Collaboration Questions
This role involves working closely with various stakeholders, including logistics and sales teams. Think of examples that showcase your collaborative skills and how you've effectively communicated with different departments to resolve issues and improve service delivery.
