Customer Service Specialist - Foodservice Distributor

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

The Customer Service Specialist – Food Service Distributor plays a critical role in supporting Lavazza North America’s Food Service business within our distributor sales division. This position is responsible for managing the day‑to‑day order‑to‑cash process with accuracy, urgency, and a strong customer-first mindset. At Lavazza, we are committed to delivering exceptional quality—not only in our coffee, but in every interaction our customers experience. This role ensures that our service levels reflect that commitment by driving operational excellence, strengthening distributor relationships, and upholding service standards that represent the Lavazza brand.

Location: West Chester, PA
Shift: 9am-5pm ET

#LI-AH1

JOB RESPONSIBILITIES

• Manage end-to-end order processing for Food Service Distributor accounts, including order entry, fulfillment coordination, shipment tracking, and delivery confirmation for both domestic and international orders.
• Prepare and manage international shipping documentation for direct container purchases from Italy, ensuring accurate and timely paperwork in collaboration with steamship lines, freight forwarders, customs brokers, and internal stakeholders.
• Monitor and maintain EDI order flow, including incoming purchase orders and outgoing confirmations or updates, ensuring data accuracy from order submission through fulfillment.
• Respond to customer inquiries with urgency and professionalism, resolving issues related to orders, deliveries, fulfillment delays, inventory availability, and product-related questions.
• Investigate and resolve chargebacks, deductions, and credit requests by partnering closely with the Finance team and identifying root causes to prevent recurrence.
• Collaborate cross‑functionally with Sales, Marketing, Logistics, and other internal teams to support daily business needs, resolve operational challenges, and ensure exceptional distributor service.

JOB QUALIFICATIONS

• 4+ years of customer service experience, preferably within distribution, operations, or a similar order‑to‑cash environment.
• Experience managing container orders and coordinating with internal and external brokers, freight forwarders, and logistics partners.
• Proficient in Microsoft Office Suite and/or Google Workspace, including Excel, Word, email platforms, web navigation tools, chat systems, and customer/order management systems.
• Demonstrated ability to rapidly learn and retain information related to brand history, product offerings, systems, and internal processes.
• Strong analytical and problem‑solving abilities, including the capacity to research product issues, resolve delivery challenges, and navigate proprietary systems for customer, order, and fulfillment management.
• Proven collaboration skills, with the ability to work cross‑functionally and build strong relationships with internal and external partners.
• Highly adaptable and flexible, with the ability to remain focused, organized, and composed when managing multiple priorities in a fast‑paced environment.
• Excellent written and verbal communication skills, with a customer‑centric approach and a friendly, professional demeanor across all channels.
• Must be able to work in a fast‑paced environment, handling multiple tasks while maintaining a high level of accuracy and attention to detail.
• Requires strong mental focus, resilience, and the ability to remain calm and solution‑oriented under pressure.
• Hybrid schedule: Three days onsite in West Chester, PA, and two days remote (additional on‑site presence may be required during onboarding or key periods).
• Minimal travel required — less than 10% annually.

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.