Customer Service Specialist- Foodservice

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 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 Customer Service Specialist-Food Service specifically supports the Food Service division within the Away from Home sales channel. This department strives to deliver a best-in-class customer experience through leading critical customer facing functions such as customer service, logistics, distribution, and transportation. This role will focus on handling the daily operations of our direct route to market business 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: West Chester, PA (Hybrid)

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JOB RESPONSIBILITIES

• Be the 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 the order processing, fulfilment, and delivery for direct route to market customers.
• Reply to customer interactions with a sense of urgency addressing and resolving any order related questions or concerns, including fulfilment, delivery, product questions, etc.
• Work alongside Sales, Marketing, and Logistics team to plan and execute new projects.
• Work with Sales, Marketing and Operations Team to ensure customer satisfaction.
• Act as main point of contact, managing all communication with direct route to market Food Service accounts.
• Support the Customer Service Lead for the direct Route to Market/ Food Service channel as needed.

JOB QUALIFICATIONS

• Bachelor’s degree in business management, or related technical field
• 2+ years’ experience in customer service; preferably for a CPG company, required
• Experience working in a customer facing role
• Proficient in Microsoft Office Suite
• SAP or similar software experience a plus
• Quick learner with the ability to absorb extensive information on the brand's history, product offerings, and communications/advertising program
• Excellent problem-solving skills, including research, analytical issue resolution, and familiarity with proprietary systems for customer, order, and fulfillment management
• Strong collaboration, adaptability, and communication skills, ensuring effective teamwork and customer interactions while maintaining quality under pressure
• Ability to occasionally lift and/or move up to 50 pounds
• Ability to sit for extended periods of time
• Minimal Travel required, less than 10% annually

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!