At a Glance
- Tasks: Manage customer service for hotel clients, ensuring smooth order processing and issue resolution.
- Company: VANITY GROUP innovates hotel amenities with top beauty and lifestyle brands globally.
- Benefits: Enjoy hybrid work, free snacks, personal care products, and exclusive discounts.
- Other info: Work with renowned brands and enjoy a culture of creativity and innovation.
- Why this job: Join a vibrant team, create unforgettable experiences, and thrive in a fun, fast-paced environment.
- Qualifications: Bachelor’s degree, 2 years in customer service, ERP experience, and strong communication skills required.
The predicted salary is between 30000 - 42000 £ per year.
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.
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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 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 London 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
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in London
✨Tip Number 1
Familiarise yourself with the hotel industry and the specific brands that VANITY GROUP partners with. Understanding their values and offerings will help you connect better during interviews and demonstrate your passion for the role.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully managed client relationships in the past. Highlight any experience you have with B2B operations, as this is crucial for the Customer Service Specialist role.
✨Tip Number 3
Brush up on your ERP system knowledge, particularly SAP, as this will be a key part of your responsibilities. If you have experience with similar systems, be ready to discuss how you can quickly adapt to new software.
✨Tip Number 4
Demonstrate your ability to work in a fast-paced environment by sharing instances where you've successfully managed multiple deadlines. This will show that you're well-prepared for the dynamic nature of the role at VANITY GROUP.
We think you need these skills to ace Customer Service Specialist in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service, especially in the hospitality or beauty sectors. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for the hospitality industry and your understanding of VANITY GROUP's mission. Mention specific brands or experiences that resonate with you and explain how you can contribute to their success.
Showcase Your Skills:Emphasise your skills in communication, relationship building, and problem-solving. Provide examples of how you've successfully managed customer queries or resolved issues in previous roles, particularly in fast-paced environments.
Proofread Your Application:Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at VANITY GROUP | Certified B Corp
✨Show Your Passion for Hospitality
Make sure to express your enthusiasm for the hospitality industry during the interview. Talk about your experiences with hotels and how they inspire you, as this role is all about elevating hotel amenities and creating unforgettable experiences.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past roles that showcase your ability to handle customer queries and resolve issues effectively. Highlight your experience in managing relationships and ensuring customer satisfaction, as this is crucial for the Customer Service Specialist position.
✨Familiarise Yourself with ERP Systems
Since the role requires experience with ERP systems, particularly SAP, it’s beneficial to brush up on your knowledge of these systems. Be ready to discuss any relevant experience you have and how you can leverage it to manage orders and customer interactions efficiently.
✨Emphasise Your Teamwork and Communication Skills
VANITY GROUP values collaboration across teams, so be prepared to talk about how you've successfully worked with others in the past. Share specific instances where your communication skills helped overcome challenges or achieve goals, especially in a fast-paced environment.
