Customer Care Associate

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.  We combine competitiveness with social and environmental responsibility as we create superior quality products available for consumption both at home and out of home, and distributed through all channels: Retail, Foodservice, Office Coffee Service (OCS), and Vending. Our strong, diversified presence enables us to offer consumers and clients perfectly suited solutions, for any occasion and time of day.

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OVERVIEW

At Lavazza North America, the Customer Care Associate helps to ensure outstanding “voice of the market” support of our home consumers (direct through e-commerce sites, e-trade partners marketplaces, and indirect served by traditional retailers) and business customers in the away from home channel (offices and vending distributors, bars, restaurants, and hotels).

The Customer Care Associate will be responsible for all aspects of customer satisfaction and care by working closely with the Call Center and Customer Service teams to ensure the Customer Care procedures and processes are followed and that the voice of the market is accurately represented in the business. This is accomplished by analysing data, checking for accuracy and trends, escalating to the business as needed, and create a strong relationship with our Call Center partners.
 

RESPONSIBILITIES

• Evaluate Customer Relationship Management (CRM) data for accuracy
• Be an expert and resource for the CRM systems to be able to support activities and processes
• Partner with the Call Center and Customer Service teams to ensure that the proper Customer Care procedures and processes are being followed
• Track and ensure that the proper Customer Care procedures are followed for customer/consumer claims
• Analyse data for trends that can be escalated to the business to improve the Customer Experience
• Create and maintain documentation such as call scripts, macros, and standard responses to help support the Call Center to ensure a seamless Customer Experience
• Interact with Line Managers and HQ Customer Care to be aligned with Customer Care standards (Global Q&A, global products troubleshooting, claims management rules, etc), new initiatives, governance/policies updates and Customers/Consumers escalations
• Manage all Customer/Consumer escalation in an effective and timely manner
• Investigating complaints and inquiries and providing resolutions in a timely and accurate manner
• Performing follow up on all issues requiring investigation
• Partner with the Sales channels to ensure the proper customer satisfaction is met
• Interact with Lavazza North America departments regarding product quality or voice of the market concerns to ensure proper responses to customers
• Performs other related duties and assignments as required

PROFESSIONAL QUALIFICATIONS

• Bachelor’s or Associates Degree in Business, Communications, or Business/Administration
• 3-5 years in a Customer Service or Call Center Role or equivilant experience is required
• Familiarization work within a Call Center environment
• Proficient in Customer Service and Customer Care practices and processes 
• Knowledge of Systems: SAP CRM, Salesforce, Gorgias, Microsoft Office Suite
• Experience in conflict resolution techniques
• Ability to build and foster strategic partnerships within the business
• Sales and e-commerce experience preferred
• Customer Oriented
• Demonstrates a positive, enthusiastic, friendly attitude
• Effective time management capability
• Ability to learn, seek knowledge and self-development

PHYSICAL/TRAVEL REQUIREMENTS

• 5% travel my be required, both domestic and international

BENEFITS/PERKS

• Competitive Medical, Vision, Dental Benefits 
• 401K Package 
• Employee Assistance Program 
• Onsite Cafeteria and Gym (West Chester location)
• Hybrid Work Schedule 
• Ability to be barista certified
• Monthly Lunches provided by Lavazza
• Tuition Reimbursement
• Performance Development Plans 
• Employee Discounts 
• Flexible business casual dress code - jean friendly! 
• Free coffee, anytime!

 
Lavazza is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Lavazza prohibits discrimination and harassment of any type and affords equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.