Customer Service Specialist - #2194456

La Bottega Collective is a global platform dedicated to creating exclusive products and services for the luxury hospitality sector.

Launched in 2025 under the leadership of Tommaso Pacini, CEO of La Bottega, in partnership with Three Hills and the Ou(r) Group of the Ruffini family, it brings together a selection of leading companies in the industry.

These include La Bottega, a leader in luxury hotel beauty essentials; Vanity Group, with a global presence and expertise spanning R&D, production, design, and communication; Palatino Hospitality, specialising in bespoke luxury accessories and tailored project development; Beltrami, a global icon in custom luxury textiles for hotels, spas, superyachts, and private residences, known for its exclusive Autentica Fibra di Legno; and White Privé, which develops textile collections for hospitality and licensed lines for luxury fashion brands.

______________________________________________________________

Position Summary

Reporting to the Supply Chain 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.

Main Responsibilities

Customer Success

• Working closely with the Sales Team in the La Bottega Collective London office, manage customer success for all hotel clients across La Bottega and Vanity Group, with a core focus on the UK region.
• Process Europe customer order entries, ensuring seamless integration with 3PL providers.
• Manage all 3PL relationships.
• Handle all customer calls and email enquiries within agreed SLAs.
• Place all customer orders to the 3PL warehouse through SAP and CSV files.
• Manage the returns process with clients and the 3PL warehouse.
• Provide quality, professional track and trace services to clients.
• Resolve service issues, complaints, and claims within agreed SLAs.
• Assist territory managers with ad-hoc orders, ensuring nothing is missed in processing or delivery.
• Obtain ETAs for out-of-stock items and provide regular updates on related enquiries.
• Assist the Finance Team with order tracing and PODs.
• Manage customs documentation, ensuring quality and compliance with government regulations for the UK clients.
• Provide freight costs and delivery timelines to potential and existing clients, accurately tracking order status and shipments.

Team Development

• Cover EU region order processing and 3PL integration when the EU Customer Service Specialist is out of office.
• Maintain a high level of professionalism and a motivational spirit with all stakeholders.
• Work collaboratively with cross-functional teams to achieve outcomes and meet deadlines.
• Manage upwards to the Customer Success Manager, articulating delays and roadblocks with a solution-focused approach.

Special Projects

• Support warehouse transitions in close collaboration with the rest of the Supply Chain team
• Contribute to general process efficiency initiatives related to Palatino in collaboration with supply chain management

Key Experiences

• Minimum 2 years’ experience in customer service role
• Experience in B2B Operations
• Working knowledge with customer service systems and working knowledge of ERP systems
• Organised and structured in daily duties
• Accurate data entry skills

Key Knowledge & Competencies

• Intermediate Excel skills
• Being able to deal with different levels of stakeholders from junior to directors
• Ability to build strong relationships with clients
• Strong communicator to facilitate business partnering
• Proactive problem solver with calm execution under pressure.
• Comfortable working hands-on, independently, and in a fast-scaling environment.
• Excellent communication skills; able to translate operational detail into clear summaries.

Compensation & Benefits

In line with our commitment to transparency and equal opportunity, the salary range for this position is £32,000 - £35,000 per annum, depending on experience and qualifications.