VF Corporation

1 week ago

Ecom Customer Service Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Serve 1–2 APAC markets with end-to-end e-commerce customer support across email, phone, live chat, web tickets, platform messages, product reviews, social inquiries, and escalations. Own resolutions and communicate clearly to consumers while capturing friction points, performing root-cause analysis, and sharing actionable insights with Sales, Logistics, Technology/Digital, Marketing, Merchandising, Finance, and service partners. Build and optimize SOPs, knowledge content, KPIs reporting, and pilot service tooling improvements.

Location: Auckland

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Create, maintain, and optimize full-journey customer service processes (SOPs), conversation guidelines/scripts, knowledge base content, and contingency playbooks.
•Handle pre-sale, in-sale, and post-sale inquiries and challenges across phone, email, live chat, platform messages, product reviews, social media, and escalations—ensuring ownership through resolution.
•Log contact reasons, quantify demand, and conduct root-cause analysis to identify experience gaps, then align recommendations for improvement actions.
•Review weekly/monthly dashboards and narrative reports, contribute KPI analytics, and propose data-led improvements to efficiency, quality, and consumer experience.
•Pilot and provide feedback on customer service tooling; identify digitization, automation, and AI opportunities and support solution design reviews, UAT, and readiness as needed.

Key Requirements

•3+ years in e-commerce customer service or customer success/experience, either in-house CS team management or outsourced e-commerce brand website/marketplace support.
•Bachelor’s degree.
•Strong analytical skills to log contact reasons, quantify demand, and perform root-cause analysis to identify experience gaps.
•Experience with CRM/CLM and customer service knowledge base/SOP maintenance.
•Proficiency with Microsoft Excel, PowerPoint, and project management tools, plus Tableau/Power BI dashboarding.

Experience:3+ yearsE-commerceCustomer serviceCustomer successMarketplaceAPAC

Education:Bachelor's in Business Management, Marketing, Communication, Sales

Skills:Change and innovationInfluenceCuriositySelf-motivationCommunication

Tech Stack:CRM/CLMMicrosoft ExcelMicrosoft PowerPointMicrosoft ProjectTableauPower BIAIAutomationCase deflection

Company Brief

VF Corporation

Global apparel and footwear company that owns brands such as Vans, The North Face, Timberland, and Dickies. Designs, markets, and distributes branded lifestyle products through wholesale, retail, and e-commerce channels worldwide.

Industry: Fashion & Apparel

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Denver, United States

Founded: 1899

Glassdoor: 3.7

Website LinkedIn Glassdoor

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VF Corporation

1 week ago

Ecom Customer Service Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Auckland

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Create, maintain, and optimize full-journey customer service processes (SOPs), conversation guidelines/scripts, knowledge base content, and contingency playbooks.
•Handle pre-sale, in-sale, and post-sale inquiries and challenges across phone, email, live chat, platform messages, product reviews, social media, and escalations—ensuring ownership through resolution.
•Log contact reasons, quantify demand, and conduct root-cause analysis to identify experience gaps, then align recommendations for improvement actions.
•Review weekly/monthly dashboards and narrative reports, contribute KPI analytics, and propose data-led improvements to efficiency, quality, and consumer experience.
•Pilot and provide feedback on customer service tooling; identify digitization, automation, and AI opportunities and support solution design reviews, UAT, and readiness as needed.

Key Requirements

•3+ years in e-commerce customer service or customer success/experience, either in-house CS team management or outsourced e-commerce brand website/marketplace support.
•Bachelor’s degree.
•Strong analytical skills to log contact reasons, quantify demand, and perform root-cause analysis to identify experience gaps.
•Experience with CRM/CLM and customer service knowledge base/SOP maintenance.
•Proficiency with Microsoft Excel, PowerPoint, and project management tools, plus Tableau/Power BI dashboarding.

Experience:3+ yearsE-commerceCustomer serviceCustomer successMarketplaceAPAC

Education:Bachelor's in Business Management, Marketing, Communication, Sales

Skills:Change and innovationInfluenceCuriositySelf-motivationCommunication

Tech Stack:CRM/CLMMicrosoft ExcelMicrosoft PowerPointMicrosoft ProjectTableauPower BIAIAutomationCase deflection

Company Brief

VF Corporation

Industry: Fashion & Apparel

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Denver, United States

Founded: 1899

Glassdoor: 3.7

Website LinkedIn Glassdoor