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 – proudly part of La Bottega Collective.
La Bottega Collective is a global, multidisciplinary collective of guest experience curators, uniting La Bottega, Palatino, Beltrami, White Privé, Colosseo, and Vanity Group to deliver beauty, textiles, OS&E, and design solutions that shape the future of luxury hospitality. Guided by Italian heritage and built for the future of hospitality, we partner with the world’s most visionary hoteliers, developers, and designers to shape the next era of luxury guest experiences.
Within this powerful collective, Vanity Group brings its signature obsession with beauty and innovation to the hotel landscape – elevating amenities from bathroom shelf staples to experiences that rival even the sweetest suite. Step into our house of beauty, where the world's most sought-after fashion, beauty, skincare, fine fragrance, lifestyle and spa brands come together with a signature dose of 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, 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 recently opened Singapore.
POSITION SUMMARY
Reporting to the Operations Manager, the Customer Service Specialist will be responsible for the overall customer service for Vanity Group and La Bottega, both forming part of the La Bottega Collective's hotel clients.
This role will be focused on a successful end-to-end management program of all orders, queries and ensuring customers’ expectations are met.
RESPONSIBILITIES
📝 CUSTOMER SUCCESS
- Working closely with the sales team, manage the customer success of all hotel clients in the UK/EU/Americas region
- UK/EU/Americas customer order entries, integration with 3PL providers
- Management of all 3PL relationships
- Responsible for handling all customer calls and email enquiries within agreed SLAs
- Responsible for placing all customer orders to 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
- Assisting territory managers with adhoc orders ensuring that nothing is missed with processing or delivery
- Obtaining eta’s with out of stock items and provide regular updates to related inquiries about these eta’s.
- Assisting Finance team with order tracing and pod’s.
- Management of customs documentation ensuring quality and government regulation compliance for EU/US clients.
- Provide freight costs and delivery timelines to potential and existing clients and accurately track order status and shipments.
🎯 STAKEHOLDER MANAGEMENT
- Maintain a high level of professionalism and motivational spirit with stakeholders
- 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
⭐ ABOUT YOU
- Bachelor’s degree or relevant tertiary qualifications
- Minimum 2 years’ experience in a customer service role
- Ability to build strong relationships with clients
- Demonstrable ERP system experience preferably SAP
- Experience with B2B operations
- Intermediate Excel skills
- Strong communication with external and internal stakeholders
- Accurate data entry skills
- Hands-on person with a can-do attitude
- Able to work autonomously with less supervision
- Ability to communicate any issues, discrepancies, or red flags that may arise
- Be well organised and structured on daily duties
- Able to prioritise and manage multiple deadlines simultaneously
- Be able to handle face paced working environment
🎁 PERKS
- 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
- 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
Customer Service Specialist in Bournemouth employer: VANITY GROUP | Certified B Corp
At Vanity Group and La Bottega, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our Supply Chain Manager role offers not only competitive benefits such as flexible working hours and generous discounts on premium skincare brands but also ample opportunities for professional growth within a dynamic team. Join us in a vibrant location where your contributions will directly impact our success across the UK and Europe, all while enjoying a supportive environment that values your development and well-being.
Contact Details:
VANITY GROUP | Certified B Corp Recruitment Team
