Customer Service Manager, E-Commerce

Department:  Commercial Strategy & Sales Operations


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

At Lavazza, this position focuses on managing our Amazon 1P business and Ultra Fast Delivery accounts 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.


Location: New York, NY



Key Responsibilities


•    Primary contact by phone or email for customers, providing knowledgeable answers to inquiries regarding Lavazza Group products and brand (Lavazza, Flavia, Kicking Horse Coffee).
•    Manage order processing, fulfilment, and delivery for Amazon 1P and Ultra-Fast delivery 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. 
•    Research, minimize, and resolve chargebacks and deductions in collaboration with the Finance team.  
•    Work alongside Sales, Marketing, and Logistics team to plan and execute new projects.
•    Work with Sales, Marketing and Operations Team to ensure 100% customer satisfaction.
•    Act as main point of contact, managing all communication with 3PL responsible for B2B Amazon and Ultra-Fast delivery accounts.
•    Coordinate with Amazon account manager and Sales team to plan and execute promotions.
•    Support the Customer Service Manager for the Retail channel as needed.
•    Drive continuous improvement by creating, tracking, and analyzing key performance indicators


Job Specifications/Qualifications

•    Minimum of 4 years’ experience in Customer Service; preferably for a CPG company, with a strong E-Commerce background, required
•    Experience working with Amazon Vendor and Seller Central is required
•    Must be able to demonstrate proficient experience with Microsoft Office and/or Google Docs products, to include Windows, Excel, Word, Chrome, Email, web navigation, chat, and customer / order management systems
•    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 demeanour over email and phone
•    Ability to accurately assess and research customer concerns to provide clearly communicated and appropriate resolutions
•    The ideal candidate will be professional, highly analytical, and possess excellent written and verbal communication skills
•    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
•    Self-starter




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.

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