Ecom Customer Service Specialist

icebreaker; Auckland; On-site; NZD 55,000 - 70,000; Full time

Job summary

VF Corporation, a global leader in apparel and lifestyle brands, seeks an E‑commerce Customer Service Specialist to support APAC markets. You will drive end‑to‑end customer care across channels, capture friction points, and share insights with Sales, Logistics, Technology, Marketing, and more to elevate the online experience.

With 3+ years in e‑commerce CS, you’ll analyze dashboards, refine SOPs, and develop agent enablement materials while piloting new tooling and automation opportunities.

Qualifications

• Behavioral Competencies – Change and innovation.
• Influence.
• Curiosity.
• Self-motivation.
• Ability to work outside of set routines and in complex matrices.
• Functional Competencies – Analytical skills, Communication skills, Experience with CRM/CLM, Microsoft Excel, Power Point, Project Tableau/Power BI Dashboard.
• Project management Experience.

Responsibilities

• Create, maintain, and optimize full-journey service processes (SOPs), conversation guidelines/scripts, knowledge base content, and contingency playbooks to support the complete online purchase path.
• Handle pre-sale, in-sale, and post-sale inquiries and challenges via phone, email, live chat, platform messages, product reviews, social/media comments, and escalations; demonstrate ownership until resolution and clear communication back to the consumer.
• Systematically log contact reasons, quantify demand, and perform root‑cause analysis to identify experience gaps; consolidate findings and recommendation for improvement actions alignment.
• Study weekly/monthly dashboards and narrative reports; contribute core KPIs breakdown analytics; contribute data‑led proposals that improve efficiency, quality, and the consumer experience.
• Proactively align upcoming activities; prepare response guidelines, FAQs, knowledge articles, and agent enablement materials for routine campaigns/promotions to ensure consistent, accurate communication.
• Pilot and provide feedback on customer service tooling; identify digitization, automation, and AI opportunities that raise efficiency and quality (e.g., case deflection, smarter workflows, Auto/AI ideas), and support change.
• Offer recommendations on official websites and marketplace shopping flows from a service and consumer‑insights lens; participate in solution design reviews, UAT, and readiness activities as needed.

Skills

Analytical skills

Communication skills

CRM/CLM experience

Microsoft Excel

PowerPoint

Tableau/Power BI Dashboard

Project management experience

Education

Bachelor’s degree

Job description

Role & Responsibilities

The Ecom Customer Service Specialist serves one to two APAC markets and provides end‑to‑end support across all consumer contact channels—including email, phone, live chat, web tickets, platform messages, product reviews, social/media inquiries, and escalations. This role ensures consumers can discover the right products, resolve issues encountered during purchase, and receive clear, considerate after‑sales support, fostering long‑term, positive relationships with the brand. While serving consumers, the Specialist continuously captures friction points in the online shopping journey, analyzes root causes, and shares actionable insights with partner functions (Sales, Logistics, Technology/Digital, Marketing, Merchandising, Finance, and outsourced service partners). By driving process improvements, the Specialist helps elevate service efficiency and quality and optimizes the overall online shopping experience.

Key Result Areas

• Create, maintain, and optimize full‑journey service processes (SOPs), conversation guidelines/scripts, knowledge base content, and contingency playbooks to support the complete online purchase path.
• Handle pre‑sale, in‑sale, and post‑sale inquiries and challenges via phone, email, live chat, platform messages, product reviews, social/media comments, and escalations; demonstrate ownership until resolution and clear communication back to the consumer.
• Systematically log contact reasons, quantify demand, and perform root‑cause analysis to identify experience gaps; consolidate findings and recommendation for improvement actions alignment.
• Study weekly/monthly dashboards and narrative reports; contribute core KPIs breakdown analytics; contribute data‑led proposals that improve efficiency, quality, and the consumer experience.
• Proactively align upcoming activities; prepare response guidelines, FAQs, knowledge articles, and agent enablement materials for routine campaigns/promotions to ensure consistent, accurate communication.
• Pilot and provide feedback on customer service tooling; identify digitization, automation, and AI opportunities that raise efficiency and quality (e.g., case deflection, smarter workflows, Auto/AI ideas), and support change.
• Offer recommendations on official websites and marketplace shopping flows from a service and consumer‑insights lens; participate in solution design reviews, UAT, and readiness activities as needed.

Success Measures

Customer Service KPIs met or exceeded (Service Level, Resolution Time, CSAT, Case to Orde Ratio) CS Knowledge Base and SOPs met along with business development DT Solution met Ecom excellent operation and business growth requirement Project initiated and completed.

Competency Requirements

• Behavioral Competencies – Change and innovation.
• Influence.
• Curiosity.
• Self‑motivation.
• Ability to work outside of set routines and in complex matrices.
• Functional Competencies – Analytical skills, Communication skills, Experience with CRM/CLM, Microsoft Excel, Power Point, Project Tableau/Power BI Dashboard.
• Project management Experience.

Minimum Relevant Experience

3+ years in E‑Commerce Customer Service, Customer Success/Experience, in either in‑house CS team management experience, or outsourced service provider in Ecom brand website and marketplace.

Minimum Supervisory Experience

Nice to have.

Nature of Work

Department Execution

Academic Qualifications

Minimum Degree Held: Bachelor’s degree.

Subject Expert In

Business Management, Marketing, Communication, Sales

R-20260713-0001 VF Corporation habille les consommateurs partout dans le monde grâce à son portefeuille diversifié de marques emblématiques de style de vie, notamment Vans®, The North Face® et Timberland®. Fondée en 1899, VF est l’une des plus importantes entreprises mondiales de vêtements, de chaussures et d’accessoires. Elle exerce ses activités de façon socialement et écologiquement responsable dans de nombreuses régions du monde, catégories de produits et canaux de distribution. VF s’engage à offrir des produits novateurs aux consommateurs et à créer une valeur durable pour ses clients et ses actionnaires. VF Corporation outfits consumers around the world with its diverse portfolio of iconic lifestyle brands, including Vans®, The North Face®, and Timberland®. Founded in 1899, VF is one of the world's largest apparel, footwear and accessories companies with socially and environmentally responsible operations spanning numerous geographies, product categories and distribution channels. VF is committed to delivering innovative products to consumers and creating long‑term value for its customers and shareholders. Énoncé de vision de VF en matière de diversité VF s’engage à créer un environnement inclusif qui accueille et valorise les différences parmi tous ses associés, ses clients, ses fournisseurs et les collectivités où nous vivons et exerçons nos activités. Le succès et la croissance continus de VF sont renforcés par des initiatives qui favorisent la diversité à l’échelle mondiale. VF s’engage à offrir l’égalité des chances en matière d’emploi et à traiter ses associés et ses candidats sans discrimination fondée sur la race, la couleur, le sexe, l’âge, l’origine nationale, la religion, l’orientation sexuelle, l’identité ou l’expression de genre, l’état matrimonial, la citoyenneté, un handicap, le statut d’ancien combattant protégé, le statut VIH/sida ou tout autre motif protégé par la loi. VF s’engage à répondre aux divers besoins des personnes en situation de handicap dans des délais raisonnables, conformément aux principes d’autonomie, de dignité, d’intégration et d’égalité des chances. Pour ce faire, VF s’efforcera de cerner, de prévenir et d’éliminer les obstacles à l’accessibilité partout où cela est possible, tout en respectant les exigences en matière d’accessibilité prévues par l’ADA, la LAPHO (AODA) et toute autre réglementation provinciale, étatique ou locale applicable. VF s’engage à assurer l’accessibilité numérique, à se conformer aux Règles pour l’accessibilité des contenus Web (WCAG) 2.1, niveau AA, ainsi qu’aux normes de conception accessible de l’ADA et de la LAPHO (AODA), et à toute autre réglementation applicable. Si vous avez besoin d’une mesure d’adaptation ou si vous avez des questions concernant cet énoncé, veuillez transmettre votre demande à [e-mail] VF Diversity Vision Statement VF is committed to creating an inclusive environment that welcomes and values the differences among all of our associates, customers, suppliers and the communities in which we live and conduct business. The continued success and growth of VF is enhanced through initiatives that promote diversity throughout VF around the world. VF is committed to providing equal opportunities in employment, and treating our VF associates and VF applicants without discrimination on the basis of their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, HIV/AIDS status, or any other legally protected basis. VF is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, and will do so by striving to identify, prevent and remove barriers to accessibility wherever possible as well as by meeting the accessibility requirements under the ADA, AODA, and other applicable state, local or provincial regulations. VF is committed to digital accessibility, and to conforming to the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA and complying with the ADA and AODA Standards for Accessible Design, and other applicable regulations. If you need an accommodation or have any questions regarding this statement, please send your request to [e-mail].