Customer Service Manager, EDI



Job ID: 

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.



Job Purpose/Overview


The Customer Service department at Lavazza strives to deliver a “Best in Class” customer experience through leading critical customer facing functions such as customer service, order management, EDI, chargebacks and compliance management, and support to our customers both internally and externally.  At Lavazza, this role will be responsible for mapping the current Order-to-Cash process for the EDI customers, identifying gaps and implement an action plan to improve the overall EDI process involving external and internal stakeholders from different departments.


In this role, this person will establish and maintain a "sense of urgency" within areas of responsibility to assure problem resolution in the short term and process improvement in the longer term.



Location: West Chester, PA or New York, NY




Key Responsibilities


•    Monitor all incoming EDI orders to ensure successful transition and identify and resolve issues and fix and prevent source issues to prevent reoccurrence 
•    Implement EDI process improvements through cross-functional collaboration with IT, Demand Organization, and external collaboration directly with customers. 
•    Manage critical business relationships while understanding the customer expectations and policies related to compliance charges due to EDI failures. 
•    Facilitate all new implementations acting as liaison between HQ, IT, and the customer.
•    Resolve customer discrepancies relating to master data integrity, new products, and 1 World Sync set up.
•    Analyse and resolve all EDI issues, maintaining accuracy in all inbound and outbound documents. 
•    Coordinate with EDI trading partners to resolve all production issues and resolve all EDI issues according to specification.
•    Ensure monitoring and receipt of all EDI invoices to ensure on time payment from customers. This might require logging into customer portals to make sure all invoices were transmitted correctly and in case they were not, implement an action plan to resolve.
•    Ensure there is a streamlined process within the business for managing processes such as new product additions, price and discount changes, customer account updates which regularly impact the successful transition of EDI messages.
•    Monitor all EDI requests, track all applications and participate in EDI meetings on weekly basis and monitor progress for problems resolution. 
•    Learn and utilize new technology to drive root cause analysis and problem resolution relating to an established set of KPIs.



Job Specifications/Qualifications

•    Four-year college degree from an accredited institution, preferably Business Management

•    At least 7 years’ experience across Customer Service EDI related roles (CPG industry preferred)
•    Experience in ERP systems (preferably SAP) and with EDI is mandatory
•    Extensive knowledge of the Order-to-Cash process
•    Extensive knowledge of SAP Master Data (both Customer and Material), focused on external partner relationship (DUNS and UPC codes, Packaging and Labels)
•    Retail and e-commerce customer service experience - can navigate B2B customer portals (ie: Amazon, Target, Walgreens, Kroger, etc), order platforms (SPS Commerce) and data set up (1World Sync), as well as B2C web platforms such as Shopify, Cin7, Amazon Seller Central 
•    Demonstrated ability to resolve problems effectively.
•    Ability to identify issues, track progress, and follow through on actions to meet expectations
•    Preferred, knowledge of standard ANSI X12 message type (PO, ASN, Invoice)
•    Preferred, knowledge of standard SAP documents for external interfaces (IDOC)
•    Skilled in communicating issues, impacts and corrective actions to varying levels of stakeholders
•    Must have excellent written, verbal, and interpersonal communication skills. Organizational skills and an elevated attention to detail are required. This individual must be able to work as a member of a team and possess good problem-solving skills
•    Possesses the ability to organize, instruct and supervise staff, while promoting group effort and achievement.
•    Demonstrated proficient experience is required: MS Word, MS Excel, MS PowerPoint






Lavazza is an equal opportunity employer. At Lavazza we are proud to celebrate diversity and are committed to creating an inclusive environment for all of our employees.

Job Segment: Service Manager, Business Process, ERP, SAP, Customer Service, Management, Technology