Full time
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. 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.
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
1. Working closely with the APAC sales team to manage the customer success of all clients in the APAC region.
2. Communicate effectively with other members of the APAC Customer Service team to ensure accuracy and consistency in all relevant tasks and beyond.
3. APAC customer order entries, integration with 3PL providers and management of all 3PL relationships.
4. 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.
5. Responsible for placing all customer orders to 3PL warehouse through SAP and CSV files and managing the returns process whilst adhering to relevant approval processes.
6. Providing quality and professional track and trace services to clients.
7. Resolving service issues, complaints and claims within agreed SLAs.
8. 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.
9. Assisting Sales and Account Managers with ad hoc orders ensuring that nothing is missed with processing or delivery.
10. Obtaining eta’s with out-of-stock items and providing regular updates to all stakeholders involved with these inquiries.
11. Assisting Finance team with order tracing, POD’s and any customer returns in a timely manner.
12. Maintain a high level of professionalism and motivational spirit with stakeholders at all times.
13. Working and collaborating with cross-functional teams to achieve outcomes and meet deadlines.
14. Manage upwards, articulating delays/roadblocks to senior management with a solution-focused approach.
15. Lead through the Company’s values, coaching, supporting, and providing feedback to the team when required.
16. Minimum 2 - 3 years’ previous experience in an order processing and customer service environment is a must have.
17. Accuracy and attention to detail are required to be successful in this role.
18. Strong conversational skills, a keen eye for detail and a talent for active listening.
19. Demonstrable experience in ERP systems for customer service is also essential.
20. Minimum 2 years’ experience with B2B and FMCG operations.
21. Able to prioritise and manage multiple deadlines and showcase problem solving effectively.
22. Working knowledge of SAP or similar is desirable.
23. Approachable, energetic and service with a smile are key traits.
24. Ability to work independently and as part of a team is also a must have.
BENEFITS
* 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 $1000AUD.
APPLICATION 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?
* How much notice are you required to give your current employer?
* Do you have experience working with logistics, freight & delivery services?
* Do you have experience using SAP?
* Do you have order processing experience?
ABOUT VANITY GROUP
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.
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