E-Commerce Customer Service Manager

E-Commerce Customer Service Manager

Reporting directly to the Commercial Demand Planning Customer Service Senior Manager, the E-Commerce Customer Service Manager is responsible for Customer Service Processes related to the E-commerce channel, coordinating HQ functions and Subsidiary Customer Service managers. The successful candidate will use KPIs and metrics to monitor industry developments and recommend improvements to senior management.

��  Your day-to-day activities:

• Represents Customer Service team in cross functional e-commerce projects between HQ and subsidiaries (Lavazza sites/Amazon)
• Work with Digital Marketing to improve customer experience and satisfaction: design customer journey, develop self service tools to reduce call center contacts, follow up of website developments, UAT, testing of SAP/Salesforce and monitoring post launch
• Define E-commerce processes/guidelines for subsidiary customer service teams, leading training  sessions and diffusion of best practices
• Manage customer service activities for e-commerce consumers
• Analysis and reporting of KPIS and continuous improvement of: order to cash, inbound contact, fraud, reasons for abandon
• Preparation and presentation of supporting documentation for HQ/Subsidiary meetings
• Actively contribute to the e-commerce strategy together with the commercial team
• Follow up IT projects with a view to automizing customer service activities
• Monitors KPIs and metrics to evaluate efforts effectiveness, periodically providing reports on the results and impact of activities and recommending areas of improvement to management;
• Monitors industry trends, best practices, and emerging technologies related to after sales processes, identifying opportunities for innovation and recommending changes to senior management.

 

��  Who we’re looking for

• Preferably degree level education
• Experience in e-commerce and customer service processes
• Business acumen and a sales/customer focused approach
• Excellent level of English, both written and spoken
• SAP, (knowledge of Salesforce will be considered a plus)
• Client, business and data-oriented approach

 

✨ In return we offer:

• Welfare package including short working week during summer months
• Hybrid working policy (10 days a month remote working) 
• Company restaurant service 
• Access to our corporate gym
• A fast paced and dynamic international context

 

�� What next?  
 
Our Talent Acquisition Team will assess your application and if you have what we’re looking for, you'll be contacted for an initial interview
If you make it to the short list, you’ll be interviewed by the Hiring Manager and if necessary, other members of the hiring panel
In some cases, you may be required to show us your skills via a technical challenge

☕ Who we are:

Our Group was founded in Turin in 1895, has been owned by the Lavazza family for four generations. As one of the world’s most important coffee roasters, we operate in more than 140 countries through our brands, subsidiaries and distributors, with a total of over 5,500 employees. 

Every day we operate in all sectors of the coffee industry, offering our products through every channel and positioning our brands as a high-quality blend. 
We are a community of single origins united into a perfect blend, humans enriching one another through our mutual diversity.
Awakening a better world every morning: the commitment we make every single day.

#LI-RH1 #torino