AddressDo 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 Sofitel Hotels & Resorts, QT and Ovolo Hotels, Holiday Inn, Hotel Indigo, Tribe Hotels, Meriton Suites, Mantra and Peppers, Crown Metropol and Promenade, The Star Entertainment Group, Pan Pacific Hotels, Park Royal Hotels, Kimpton and Crowne Plaza plus 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.
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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, Karl Lagerfeld, Hunter Lab, KEVIN.MURPHY, and Antipodes Nature to name a few.
Internationally renowned as the industry’s best-in-class cosmetics hospitality partner, VANITY GROUP has offices in London, Sydney, Dubai, Shanghai and our new office - Singapore!
POSITION SUMMARY
Reporting to the Customer Success Manager, the Customer Success Officer will be responsible for overall customer service for VANITY GROUP’s hotel clients. This role will be heavily focused on successful end to end management program of all orders and ensuring customers’ expectations are met.
RESPONSIBILITIES
🎉 CUSTOMER SUCCESS
- Working closely with the APAC sales team to manage the Customer Success of all clients in the APAC region
- Communicate effectively with other members of the APAC Customer Service team to ensure accuracy and consistency in all relevant tasks and beyond
- APAC customer order entries, integration with 3PL providers and management of all 3PL relationships
- Manage the end-to-end customer support function - all customer calls and email enquiries within agreed SLAs and with excellence, engaging customers and other stakeholders with empathy and communicating effectively to identify needs
- Responsible for placing all customer orders to 3PL warehouse through SAP and CSV files and responsible for managing the returns process whilst adhering to relevant approval processes
- 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 Sales and Account 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 all stakeholders involved with these inquiries.
- Assisting Finance team with order tracing, POD’s and any customer returns in a timely manner.
🎯 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
- Manage upwards, articulating delays/roadblocks to senior management with a solution-focused approach
- Lead through the Company’s values, coaching, supporting, and providing feedback to the team when required
⭐ ABOUT YOU
- Minimum 2 - 3 years’ experience in customer service role
- Previous experience in a logistics/wholesale environment is essential
- Minimum 2 years’ experience with B2B operations
- Demonstrable experience working with customer service systems also essential
- Able to prioritise and manage multiple deadlines and showcase problem solving effectively
- Intermediate Excel skills
- Working knowledge of SAP and Salesforce
- Accuracy and attention to detail are essential
- Approachable, energetic and service with a smile
- Ability to work independently and as part of a team
- Strong conversational skills, a keen eye for detail and a talent for active listening
🎁 VANITY GROUP PERKS
- Hybrid working conditions and flexible start and finish times
- Daily stocked “BRAVO BAR” snacks and munchies, for sweet or sour lovers
- Generous discounts & gifts from partner skincare and haircare brands including Hunter Lab and KEVIN.MURPHY
- Discounts with VANITY GROUP hotel partners locally and internationally including Ovolo Hotels, QT Hotels and more
- Birthday leave to celebrate your special day
- 10% off discount with premium fitness partner Virgin Active
- Recommend friend and family bonus scheme worth $1000
