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Customer Success and Operations Coordinator

3 months 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 beauty and wellness? If so, you may find your place at VANITY GROUP.

VANITY GROUP is at the forefront of transforming the hotel experience through exceptional partnerships, focusing on enhancing hotel amenities to provide an unparalleled guest experience. Our esteemed clientele includes renowned names such as Shangri-La The Shard, Sofitel Hotels & Resorts, and many others.

In this role, you will be a vibrant force in a landscape that often feels monotonous. You will identify opportunities, act swiftly, and maintain a sense of enjoyment throughout your work.

As part of VANITY GROUP, you will collaborate with leading fashion, beauty, skincare, and lifestyle brands to curate memorable experiences. Innovation will be key as you introduce groundbreaking concepts infused with VANITY GROUP's signature flair.

POSITION OVERVIEW

Reporting to the Customer Success Manager, the Logistics and Customer Service Coordinator will oversee customer service operations for VANITY GROUP's hotel partners.

This position emphasizes effective management of all orders and ensuring that client expectations are consistently met.

KEY RESPONSIBILITIES

LOGISTICS AND CUSTOMER SERVICE MANAGEMENT

  • Collaborate closely with the domestic sales team to ensure customer satisfaction 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 within established service level agreements.
  • Process customer orders through the logistics warehouse using relevant software.
  • Manage the returns process in conjunction with clients and logistics partners.
  • Provide professional tracking services to clients.
  • Address service issues and complaints promptly and effectively.
  • Work with freight forwarders and logistics partners to monitor order progress and provide updates to clients and internal teams.
  • Assist territory managers with special orders to ensure timely processing and delivery.
  • Provide updates on out-of-stock items and their estimated arrival times.
  • Support the Finance Team with order tracking and documentation.

STAKEHOLDER ENGAGEMENT

  • Maintain professionalism and a positive attitude in all interactions with stakeholders.
  • Collaborate with cross-functional teams to achieve goals and meet deadlines.
  • Make informed decisions in ambiguous situations and communicate your rationale clearly.
  • Report to the Customer Success Manager regarding any delays or challenges, offering solutions where possible.

QUALIFICATIONS

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

BENEFITS

  • Competitive salary package.
  • Flexible hybrid work environment.
  • Complimentary snacks and refreshments.
  • Annual allocation of personal care products.
  • Special leave for birthdays.
  • Discounts at partner hotels worldwide.
  • Referral bonuses for recommending friends and family.
  • Discounts on premium hair and skincare products.
  • Exclusive experiences with partner brands.
  • Generous discounts from various beauty and wellness brands.