Jobs and Careers

Customer Service Specialist - Retail

US, US, United Statesfull_timeVerifiedPosted 16 Feb 2024

About the role

ABOUT THE GROUP

From a small store in Turin to a large, internationally recognized group: we are present in 90 countries around the world, with over 4,000 employees and 30 companies, managed directly and indirectly by the Luigi Lavazza Spa parent company, which distribute and market our products and coffee machines. In addition to Lavazza, the following brands are also part of our Group: Carte Noire, Merrild, Kicking Horse, Eraclea and Whittington tea. Joining Lavazza means doing business with passion, knowing that the impact of our work goes beyond the quality of the production chain. We are a big family and we are constantly looking for new talents who share our values and can enrich our team.

OVERVIEW

At Lavazza North America, the Customer Service Specialist - Retail specifically supports the Retail division within the Home channel. This department strives to deliver a best-in-class customer experience through leading critical customer facing functions such as customer service, logistics, distribution, and transportation. This role will focus on handling the daily operations of our direct and distributor Retail business and will be responsible for the order to cash process. We strive for not only quality coffee, but quality service and the goal of this role is to ensure that both are top priority within the organization.

RESPONSIBILITIES

Primary contact by phone or email for customers, providing knowledgeable answers to inquiries regarding Lavazza Group products and brands (Lavazza, Flavia, Kicking Horse Coffee).
Manage order processing, fulfilment, and delivery for direct and distributor retail accounts for EDI, manually received, and B2B portal orders.
Reply to customer messages with a sense of urgency addressing and resolving any order related questions or concerns, including fulfilment, delivery, product questions, etc.
Work with Sales, Marketing and Operations Team to ensure customer satisfaction.
First point of contact on daily communication with 3PL responsible for B2B retail accounts.
Coordinate with sales brokers and internal sales team to plan and execute promotions.
Support the Customer Service Manager for the E-Commerce channel as needed.

PROFESSIONAL QUALIFICATIONS

Bachelor’s degree in business management or equivalent experience
2+ years’ experience in customer service, CPG and retail preferred
Proficient in Microsoft Office Suite
SAP or similar software experience a plus
Quick learner with the ability to absorb extensive information on our brand's history, product offerings and communications/advertising program
Need to solve analytical issues, research products, solve delivery problems, and quickly learn our proprietary systems for managing customers, orders and fulfilment
Excellent collaborator – working with internal & external partners to solve problems and gain consensus
Adaptability / flexibility – Working constructively under pressure, stays focused and maintains quality when handling multiple tasks at the same time
Exceptional communication skills with customers and team members; friendly and pleasant demeanor, both written and verbal
Ability to accurately assess and research customer concerns to provide clear communication and appropriate resolutions
Proven relationship builder, passion for providing high level of customer service and maintaining positive internal and external relationships
Able to work in a fast-paced environment with effective time management capability
Solution-oriented problem solver and self-starter

PHYSICAL/TRAVEL REQUIREMENTS

This is a hybrid-office position and may choose to work from home 2 days out of the work week
Ability to occasionally lift and/or move up to 50 pounds
Ability to sit for extended periods of time
Minimal Travel required, less than 10% annually (typically to West Chester, PA office)