Ecommerce Customer Service Supervisor

Vivienne Westwood Ltd.; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading fashion brand is seeking an Ecommerce Customer Service Supervisor for a full-time role in London. The position requires overseeing the customer service team's operations, ensuring a positive experience for customers while managing escalated issues. Candidates should have significant experience in order management and proficiency in key software tools, along with strong analytical and communication skills.

Benefits

Staff discounts

Training

Health & Wellbeing support

Perkbox membership

Cycle to work scheme

Generous annual leave allowance

Pension Scheme

Career development opportunities

Qualifications

• 5 years of experience in B2C order management and fulfilment.
• Proficient in Salesforce Service Cloud, OMS, and SAP.
• Fluent in Japanese, Chinese, and English.

Responsibilities

• Oversee customer service team operations and monitor performance metrics.
• Collaborate with stakeholders to improve service delivery.
• Manage escalated customer issues and ensure timely resolutions.

Skills

Customer Experience

Data Analysis

Team Management

Problem Solving

Communication

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 REPSONSIBILITIES

• 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.

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