Logistics and Customer Success Officer

Job Description

Logistics and Customer Success Executive 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 Logistics and Customer Success Executive will be responsible for overall customer service for VANITY GROUP’s clients. This role will be heavily focused on successful end to end management program of all orders and ensuring customers’ expectations are met. RESPONSIBILITIES Working closely with the ANZ sales team to manage the customer success of all clients in the ANZ region Communicate effectively with other members of the APAC Customer Service team to ensure accuracy and consistency in all relevant tasks and beyond ANZ 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. 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 Minimum 2 - 3 years’ previous experience in an order processing and customer service environment is a must have Accuracy and attention to detail are required to be successful in this role Strong conversational skills, a keen eye for detail and a talent for active listening Demonstrable experience in ERP systems for customer service is also essential Minimum 2 years’ experience with B2B and FMCG operations Able to prioritise and manage multiple deadlines and showcase problem solving effectively Working knowledge of SAP or similar is desirable Approachable, energetic and service with a smile are key traits Ability to work independently and as part of a team is also a must have 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 How do your skills match this job? Sign in and update your profile to get insights. #J-18808-Ljbffr