Customer Success and Logistics Coordinator

4 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 interest in enhancing customer experiences? If so, you may find your place within VANITY GROUP.

VANITY GROUP is committed to transforming the hotel experience through exceptional partnerships and innovative solutions. We collaborate with prestigious clients such as Shangri-La The Shard, Sofitel Hotels & Resorts, and many others to elevate hotel amenities beyond the ordinary.

In this role, you will be a vibrant force in a landscape that often lacks creativity. You will identify opportunities, act swiftly, and enjoy the journey.

As part of VANITY GROUP, you will engage with leading brands in fashion, beauty, skincare, and lifestyle to craft memorable experiences. Your role will involve delivering unique concepts infused with VANITY GROUP's signature flair.

POSITION OVERVIEW

Reporting to the Customer Success Manager, the Logistics and Customer Support Specialist will oversee customer service for VANITY GROUP's hotel clientele.

This position emphasizes effective management of all orders and ensuring customer satisfaction throughout the process.

KEY RESPONSIBILITIES

LOGISTICS AND CUSTOMER SERVICE MANAGEMENT

  • Collaborate closely with the domestic sales team to ensure customer success for hotel clients across various regions.
  • Manage customer order entries and coordinate with third-party logistics providers.
  • Oversee relationships with all third-party logistics partners.
  • Handle customer inquiries via phone and email, adhering to agreed service level agreements.
  • Process customer orders through the logistics warehouse using relevant software.
  • Manage the returns process in collaboration with clients and logistics partners.
  • Provide clients with professional tracking and tracing services.
  • Address service issues and complaints promptly, maintaining agreed service levels.
  • Work with freight forwarders and logistics partners to track orders and keep clients informed.
  • Assist territory managers with additional orders to ensure seamless processing and delivery.
  • Communicate estimated times of arrival for out-of-stock items and keep clients updated.
  • Support the Finance Team with order tracking and proof of delivery documentation.

STAKEHOLDER ENGAGEMENT

  • Maintain professionalism and a positive attitude with all stakeholders.
  • Collaborate with cross-functional teams to achieve objectives and meet deadlines.
  • Make confident decisions in ambiguous situations and communicate the rationale effectively.
  • Report to the Customer Success Manager, highlighting any delays or challenges with a focus on solutions.

QUALIFICATIONS

  • At least 2 years of experience in a customer service or hospitality role.
  • Experience in a logistics or wholesale environment is preferred.
  • Familiarity with B2B operations.
  • Proven experience with customer service systems.
  • Knowledge of logistics software.
  • Proficient in Microsoft Excel and the Office suite.
  • Strong attention to detail in data entry.
  • Ability to foster strong client relationships.
  • Excellent communication skills for effective collaboration.
  • Capability to prioritize and manage multiple tasks simultaneously.

BENEFITS

  • Competitive salary package.
  • Flexible hybrid work environment.
  • Access to a stocked snack bar.
  • Annual allocation of personal care products.
  • Special leave on your birthday.
  • Discounts with partner hotels globally.
  • Referral bonus program.
  • Discounts on hair and skincare products and services.
  • Exclusive experiences with partner brands.

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