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)

+ 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)

+ 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