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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 culture and sustainability.
- Benefits: Enjoy staff discounts, health support, training, and a generous leave allowance.
- Why this job: Be part of a creative, innovative team that values people and the planet.
- Qualifications: 5 years in ecommerce, fluent in Japanese, Chinese, and English, with Salesforce and Excel skills.
- Other info: This role is based in Merton and offers career progression opportunities.
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.
- Japanese (Mandatory)/ Chinese (Mandatory)/ English (Mandatory)
BENEFITS
- Staff discounts
- 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
Vivienne Westwood is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local government laws.
Ecommerce Customer Service Supervisor employer: Vivienne Westwood Ltd.
Contact Detail:
Vivienne Westwood Ltd. 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 that you're not just a fit for the role but also for the 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 in previous roles.
✨Tip Number 3
Demonstrate your analytical skills by preparing to discuss how you've used advanced Excel capabilities to solve problems or improve processes. This will show your potential employer that you can contribute to data-driven decision-making.
✨Tip Number 4
Since the role requires collaboration with teams in Japan and the UK, practice discussing your experience working in multicultural environments. Emphasising your language skills in Japanese and Chinese will also set you apart as a strong candidate.
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 alignment with their ethos.
Tailor Your CV: Ensure your CV reflects relevant experience, particularly in e-commerce customer service and team 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 not only outlines your qualifications but also demonstrates your understanding of the role and how your experience can contribute to enhancing customer satisfaction and operational efficiency.
Showcase Language Skills: Since Japanese and Chinese are mandatory, make sure to clearly state your language proficiency in your application. If you have any relevant certifications or experiences using these languages in a professional setting, include them.
How to prepare for a job interview at Vivienne Westwood Ltd.
✨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 incorporated sustainable practices in your previous roles or how you plan to promote these values in customer service.
✨Demonstrate Your Customer Service Expertise
With over five years of experience required, be prepared to discuss specific instances where you've successfully managed customer inquiries and complaints. Highlight your ability to improve service quality and customer satisfaction through effective team management.
✨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 streamline operations and enhance customer experiences.
✨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.
