Customer Service and Logistics Coordinator

3 weeks ago

London, Greater London, United Kingdom VANITY GROUP | Certified B Corp Full time

Are you passionate about the hospitality industry? Do you have a keen eye for detail and a knack for customer service? If so, you might be the perfect fit for VANITY GROUP.

About Us:

VANITY GROUP is a leading innovator in the hospitality sector, committed to transforming hotel amenities into exceptional experiences. We partner with prestigious clients worldwide, including renowned hotel chains and luxury brands.

Position Overview:

As a Logistics and Customer Support Specialist, you will report directly to the Customer Success Manager and play a crucial role in ensuring the satisfaction of our hotel clients. Your primary focus will be on managing the complete lifecycle of customer orders and maintaining high service standards.

Key Responsibilities:

  • Logistics & Customer Service Management:
    • Collaborate with the domestic sales team to oversee customer success for hotel clients across various regions.
    • Handle customer order entries and coordinate with third-party logistics (3PL) providers.
    • Manage relationships with 3PL partners to ensure seamless operations.
    • Address customer inquiries via phone and email within established service level agreements (SLAs).
    • Process customer orders through our systems and manage returns efficiently.
    • Provide timely updates and tracking information to clients.
    • Resolve service-related issues and complaints promptly.
    • Coordinate with freight forwarders and logistics partners to track orders from initiation to delivery.
    • Assist territory managers with special orders and ensure accuracy in processing.
    • Keep clients informed about the status of out-of-stock items and expected delivery times.
    • Support the Finance Team with order tracking and documentation.
  • Stakeholder Engagement:
    • Maintain professionalism and a positive attitude in all interactions with stakeholders.
    • Work collaboratively with cross-functional teams to achieve shared goals.
    • Make informed decisions in ambiguous situations and communicate your rationale effectively.
    • Provide updates to the Customer Success Manager regarding any challenges or delays, along with proposed solutions.

Qualifications:

  • At least 2 years of experience in a customer service or hospitality role.
  • Experience in logistics or wholesale environments is preferred.
  • Familiarity with B2B operations.
  • Proficient in customer service software and systems.
  • Working knowledge of SAP is advantageous.
  • Strong skills in Microsoft Excel and the Office suite.
  • Attention to detail in data entry and management.
  • Ability to build and maintain strong client relationships.
  • Excellent communication skills for effective collaboration.
  • Capability to prioritize tasks and manage multiple deadlines.

Benefits:

  • Competitive salary package.
  • Flexible hybrid work environment.
  • Access to a variety of snacks and refreshments.
  • Annual personal care product allowance.
  • Special leave for birthdays.
  • Discounts with partner hotels and services.
  • Referral bonuses for successful hires.
  • Exclusive discounts on beauty and wellness products.

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