Ecommerce Customer Service Supervisor

OverviewVivienne Westwood is seeking an Ecommerce Customer Service Supervisor - Japanese and Chinese Speaking for a full-time, 12-month role based in our Merton office. This position is part of the Ecommerce team and focuses on overseeing customer service operations, handling inquiries and issues to ensure a positive customer experience, retention, and service performance.ResponsibilitiesOversee the Japan customer service team operations, monitor performance metrics, and provide feedback and training to improve service quality and customer satisfaction.Develop and implement VW customer service policies and procedures to ensure efficient handling of inquiries and issues.Monitor and report on order generation and order fulfilment across localised warehouse and carrier functions.Collaborate with IT and systems integration teams to identify and enhance internal system performance related to customer order fulfilment, tracking, and processing.Coordinate with UK and Japan stakeholders, including logistics and sales, to address customer service concerns and improve localised service delivery.Analyse customer feedback and trends to identify improvement opportunities in products and services.Manage escalated customer issues, provide solutions, and ensure timely resolution.Support the development of training programs and materials for customer service staff to enhance product knowledge and service skills.Stay updated on industry trends and best practices in ecommerce customer service to continually enhance 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 Skills5+ years of experienceProficient in Salesforce Service Cloud, Order Management Systems (OMS), and SAPSkilled in leveraging advanced Excel capabilities to analyse data and streamline operationsEcommerce Customer Experience (CX): 5+ years in B2C order management and fulfilmentSalesforce Service Cloud & OMS: Expertise in managing customer interactions and order processesSAP: Skilled in integrating systems for efficient operationsAdvanced Excel: Proficient in data analysis, reporting, and process optimizationUX/UI: Strong focus on enhancing user interfaces and customer interactionsBenefitsTrainingHealth & wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Financial Planning Service, etc.)Perkbox membership: access to perks, discounts, and wellness resourcesCycle to work schemeGenerous annual leave allowancePension SchemeOpportunity to develop new skills and progress in your careerOpportunity to work for a company that cares about its people and the environmentVivienne Westwood is an equal opportunity employer committed to diversity and inclusion. 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 laws.Privacy: For our privacy statement please visit the provided link.Seniorilty levelMid-Senior levelEmployment typeFull-timeJob functionCustomer Service and OtherIndustries: Retail Luxury Goods and JewelryReferrals increase your chances of interviewing at Vivienne Westwood. Get notified about new Customer Service Supervisor jobs in Battersea, England, United Kingdom.London, England, United KingdomLondon, England, United KingdomLondon, England, United KingdomFractions of notices removed for clarity. This job posting reflects the current opening. #J-18808-Ljbffr