Customer Success Officer
1 week ago
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.
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, 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 - SingaporePOSITION SUMMARYReporting 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.
RESPONSIBILITIESWorking closely with the APAC sales team to manage the customer success of all clients in the APAC regionCommunicate effectively with other members of the APAC Customer Service team to ensure accuracy and consistency in all relevant tasks and beyondAPAC customer order entries, integration with 3PL providers and management of all 3PL relationshipsManage 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 needsResponsible 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 processesProviding quality and professional track and trace services to clientsResolving service issues, complaints and claims within agreed SLAsWork 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 statusAssisting Sales and Account Managers with ad hoc orders ensuring that nothing is missed with processing or deliveryObtaining 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.Maintain a high level of professionalism and motivational spirit with stakeholders at all timesWorking and collaborating with cross-functional teams to achieve outcomes and meet deadlinesManage upwards, articulating delays/roadblocks to senior management with a solution-focused approachLead through the Company's values, coaching, supporting, and providing feedback to the team when requiredMinimum - 3 years' experience in customer service rolePrevious experience in a logistics/wholesale environment is essentialMinimum 2 years' experience with B2B operationsDemonstrable experience working with customer service systems also essentialAble to prioritise and manage multiple deadlines and showcase problem solving effectivelyWorking knowledge of SAP and SalesforceAccuracy and attention to detail are essentialApproachable, energetic and service with a smileAbility to work independently and as part of a teamStrong conversational skills, a keen eye for detail and a talent for active listeningHybrid working conditions and flexible start and finish timesDaily stocked "BRAVO BAR" snacks and munchies, for sweet or sour loversGenerous discounts & gifts from partner skincare and haircare brands including Hunter Lab and KEVIN.
MURPHYDiscounts withVANITY GROUP hotel partners locally and internationally including Ovolo Hotels, QT Hotels and moreBirthday leave to celebrate your special day10% off discount with premium fitness partner Virgin ActiveRecommend friend and family bonus scheme worth $1000Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?Do you have customer service experience?What's your expected annual base salary?
VANITY GROUP established in 2011, is an Australian owned holding company with an ensemble of luxury retail fashion, skincare and lifestyle brands focusing on the design, development, manufacture and marketing of premium products.
Headquarters based in Sydney, Australia and with satellite offices in Shanghai,
VANITY GROUP comprises of an advanced research and development laboratory, ultra-modern manufacturing facilities, an in-house creative design studio and an extensive warehousing and distribution network.
A pivotal component of our international business includes an extensive global hospitality amenities program through our brands - providing our diverse hotel clientele products of the highest quality, attention to detail and distinctiveness.
VANITY GROUP is here to redefine standards of excellence. Constantly pushing creative boundaries, identifying and integrating trends and generating value in a sustainable manner with a competitive advantage.
Source:
This is an extract from the company's own website.
VANITY GROUP established in 2011, is an Australian owned holding company with an ensemble of luxury retail fashion, skincare and lifestyle brands focusing on the design, development, manufacture and marketing of premium products.
Headquarters based in Sydney, Australia and with satellite offices in Shanghai,
VANITY GROUP comprises of an advanced research and development laboratory, ultra-modern manufacturing facilities, an in-house creative design studio and an extensive warehousing and distribution network.
A pivotal component of our international business includes an extensive global hospitality amenities program through our brands - providing our diverse hotel clientele products of the highest quality, attention to detail and distinctiveness.
VANITY GROUP is here to redefine standards of excellence. Constantly pushing creative boundaries, identifying and integrating trends and generating value in a sustainable manner with a competitive advantage.
Source:
This is an extract from the company's own website.
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