Customer Service Lead - D2C

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 5,000 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 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.

JOB OVERVIEW

At Lavazza North America, the responsibility of the Customer Service Lead - Direct to Consumer (D2C) role is to oversee the Call Center handling customer interactions. This position also involves cross-team collaboration through various aspects of the order-to-cash process. The goal is not only to deliver high-quality coffee but also to provide excellent service to the customer.

Location: New York, NY

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JOB RESPONSIBILITIES

• Provide Support on Escalations: Handle escalations of customer contacts quickly and efficiently, providing knowledgeable answers to inquiries regarding Lavazza Group products and brands (Lavazza, Flavia, Kicking Horse Coffee).
• Process Orders and Returns: Manage online orders, returns, samples, cancellations, and replacements via Shopify, SAP, Amazon Seller Central, Walmart Seller Center, and other new marketplaces or businesses.
• Monitor Data Transfer: Oversee data transfer from Cin7 and Hybris to SAP via IDocs, implementing Lavazza HQ guidelines and fixing orders and contact forms.
• Data Entry: Record customer concerns, questions, complaints, and comments in SAP CRM and Salesforce.
• Resolve Chargebacks: Research, minimize, and resolve chargebacks and deductions in collaboration with the E-Commerce and Finance teams.
• Collaborate on Projects: Work with Sales, Marketing, Operations, and Logistics teams to plan and execute new projects, ensuring 100% customer satisfaction.
• Drive Continuous Improvement: Share insights and cooperate with the Sr. Customer Service Manager – E-Commerce on creating, tracking, and analyzing key performance indicators.
• Team Oversight and Support: Supervise the daily operations of Horatio customer service agents and leads, ensuring tasks are completed efficiently and in alignment with service standards.
• Training and Development: Deliver ongoing training and coaching to Horatio agents and leads to enhance performance, product knowledge, and customer satisfaction.
• Performance Feedback: Provide timely and constructive feedback directly to Horatio leads, supporting their development and ensuring alignment with team goals.
• Communication Liaison: Act as the primary conduit for operational feedback between the customer service team and Horatio leads, while the Sr. Customer Service Manager – Ecomm maintains the relationship with Horatio’s management team.
• Operational Excellence: Ensure that all customer service activities are executed effectively, and that feedback is communicated clearly and efficiently to drive continuous improvement.
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JOB QUALIFICATIONS

• Bachelor’s degree preferably in Business Management, Marketing, or related field.
• Minimum of 4 years experience in customer service; preferably for a CPG company, with a strong Ecommerce background, required.
• Experience with SAP.
• Experience with Salesforce or any other CRM software.
• Experience working with Amazon Vendor and Seller Central preferred.
• Experience with Walmart Seller Central preferred.
• Proficient with Microsoft Office and / or Google Docs products, to include Windows, Excel, Word, Teams, Email, web navigation, chat, and customer / order management systems.
• Quick Learning Abilities: Capable of assimilating extensive information about our brand's history, product offerings, and communications/advertising program.
• Research Skills: Required to conduct research on products and charges, address delivery issues, and rapidly grasp our proprietary systems for managing customers, orders, and fulfillment.
• Collaboration Skills: Strong collaboration skills, working effectively with internal and external partners to solve problems.
• Adaptability and Flexibility: Displays adaptability and flexibility, maintaining constructive performance under pressure, staying focused, and ensuring quality while handling multiple tasks simultaneously.
• Communication Skills: Exhibits exceptional communication skills with both customers and team members, maintaining a friendly and pleasant demeanor over email, video calls, and phone.
• Problem-Solving: Possesses the ability to accurately assess and research customer concerns, providing clear and appropriate resolutions.
• Hybrid: 3 days onsite at our New York City, NY or West Chester, PA site and 2 days remote.

BENEFITS/PERKS

• Competitive Medical, Vision, Dental Benefits
• 401K Package
• Employee Assistance Program
• Hybrid Work Schedule
• Ability to be barista certified
• Tuition Reimbursement
• Performance Development Plans
• Employee Discounts
• Summer Friday’s (Memorial Day Weekend – Labor Day Weekend)
• 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.