Logistics & Customer Service Executive

Do you have an obsession with hotels? Are you a beauty aficionado? If you answered yes, then come play in the wonderful world of VANITY GROUP.

With a focus on innovating the hotel landscape with best-in-class partnerships, VANITY GROUP is dedicated to elevating hotel amenities from essential toiletry items to an experience that rivals even the sweetest suite. Now one of the world’s most influential hospitality partners, clients include Shangri-La The Shard, Sofitel Hotels & Resorts, Kimpton Hotels & Restaurants, Crowne Plaza, Holiday Inn, Hotel Indigo, Staybridges Suites, Tribe Hotels, YOTEL, and many more.

VANITY GROUP’s house of beauty will see you working with the most sought-after fashion, beauty, skincare, fine fragrance, lifestyle and spa brands to create unforgettable experiences. Innovation will be part of your DNA as you deliver first of its kind concepts with lashings of VANITY GROUP’s playful flair.

Ready to join the VANITY GROUP beauty parade? We can’t wait to meet you.

______________________________________________________________

WHO'S VANITY GROUP?

We are a creative hub of innovative design, development, manufacturing, and marketing for the global hospitality industry.

We’re the seed from which progressive fashion, beauty, fragrance and lifestyle brands grow, representing the world’s most highly regarded global consumer retail brands including Jo Loves by Jo Malone CBE, Percy & Reed London, Karl Lagerfeld, KEVIN.MURPHY, and Antipodes Nature to name a few.

VANITY GROUP is internationally recognized as the industry's best partner for hospitality in the cosmetics sector, with branches in London, Sydney, Dubai, Singapore, Shanghai, and soon in Frankfurt.

POSITION SUMMARY

Reporting to the Customer Success Manager, the Logistics & Customer Service Executive will be responsible for overall customer service for VANITY GROUP’s hotel clients.

This role will be heavily focused on a successful end-to-end management program of all orders and ensuring customers’ expectations are met.

RESPONSIBILITIES

LOGISTICS & CUSTOMER SERVICE SUPPORT

• Working closely with the domestic sales team, manage the customer success of all hotel clients in the UK/EU/Americas regions
• UK/EU/Americas customer order entries, integration with 3PL providers
• Europe import/export documentation support
• Liaison with all 3PL relationships
• Responsible for handling all customer calls and email enquiries within agreed SLAs
• Responsible for placing all customer orders to the 3PL warehouse through SAP and CSV files
• Responsible for managing returns process with clients and 3PL warehouse
• Providing quality and professional track and trace services to clients
• Resolving service issues, complaints, and claims within agreed SLAs
• Work closely with freight forwarders, 3PL warehouse, and transport to follow client orders from end to end – providing regular updates to client and internal stakeholders on order status
• Assisting territory managers with ad-hoc orders ensuring that nothing is missed with processing or delivery
• Obtaining ETA's with out-of-stock items and providing regular updates to related inquiries about these eta’s.
• Assisting Finance Team with order tracing and POD’s.

STAKEHOLDER MANAGEMENT

• Maintain a high level of professionalism and motivational spirit with stakeholders at all times
• Working and collaborating with cross-functional teams to achieve outcomes and meet deadlines
• Be a confident decision-maker, in situations of ambiguity and clearly convey the reasoning for your decision
• Manage upwards to Customer Success Manager, articulating delays/roadblocks with a solution focused approach

⭐ ABOUT YOU

• Minimum 2 years experience in customer service role
• Previous experience in a logistics/wholesale environment is desirable
• Experience with B2B operations
• Demonstrable experience working with customer service systems
• Working knowledge of SAP
• Proficient in MS Excel and adept with Microsoft Office suite
• Accurate data entry systems
• Ability to build strong relationships with clients
• Strong communicator to facilitate business partnering
• Able to prioritise and manage multiple deadlines simultaneously

PERKS

• Competitive Salary Package
• Hybrid office/home workplace
• Daily stocked “BRAVO BAR” snacks and munchies, for sweet or sour lovers.
• Twenty free personal care products per year
• Birthday Leave to celebrate your special day
• Discounts with partner hotels locally and internationally
• Recommend friend and family bonus scheme worth up to £500
• 20% discount off award winning hair salon partner PERCY & REED LONDON hair products. 15% off salon services & treatments (except blow dry appointments)
• 50% discount off skincare partner TEMPLESPA on wide selection of luxury skincare, spa & beauty products
• Welcome fragrance tapas and shot candle experience by JO LOVES including a personalized candle
• Generous discounts from additional partner skincare, haircare and fragrance brands