Ecommerce Customer Service Supervisor

Vivienne Westwood; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading British fashion brand seeks an Ecommerce Customer Service Supervisor for a 12-month full-time role in Greater London. Responsible for managing customer service operations, enhancing service quality, and training staff, this position requires fluency in multiple languages and e-commerce experience. Join us in maintaining high standards and customer satisfaction in our dynamic e-commerce environment.

Benefits

Staff discounts

Training opportunities

Health & Wellbeing support

Perkbox membership

Cycle to work scheme

Generous annual leave

Pension scheme

Career development opportunities

Qualifications

• 5 years of experience in e-commerce customer service.
• Proficient in Salesforce, OMS, and SAP.
• Strong analytical skills using advanced Excel.

Responsibilities

• Oversee customer service team operations and performance metrics.
• Develop and implement customer service policies.
• Address customer feedback and improve service delivery.

Skills

Customer service management

Data analysis

Order management

User interface enhancement

Fluency in Japanese

Fluency in Chinese

Fluency in English

Tools

Salesforce Service Cloud

Order Management Systems

SAP

Advanced Excel

Job description

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.