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Customer Service Specialist - Office Coffee Channel

Department:  Customer Service


Job ID: 


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.


At Lavazza North America, the Customer Service Specialist-OCS specifically supports the Office Coffee Sales division within the Away from Home 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.


  • Process incoming orders and manage logistics to optimize cost and service while reducing supply chain issues.
  • Implement process improvements through cross-functional collaboration as well as partnering with customers.
  • Manage critical business relationships while understanding the customer expectations and policies.
  • Communicate weekly with customers to ensure they are ordering in specified intervals.
  • Resolve customer discrepancies relating to data integrity, shipping issues, and pricing / promotions.
  • Manage and direct requests and inquiries from internal & external customers.
  • Learn and utilize new technology to drive root cause analysis and problem resolution relating to On-Time Delivery, Order Blocks, and other individual/team metrics.


  • Bachelor’s degree in Business Management or equivalent experience required
  • 2+ years for Direct Customer Service Experience required
  • 2+ Experience with order management, distribution and transportation is preferred
  • Microsoft Office proficiency is required; experience in ERP (particularly SAP) systems is preferred
  • Must have excellent written, verbal, and interpersonal communication skills.
  • Organizational skills and an elevated attention to detail are required.
  • Must be able to work as a member of a team and possess good problem-solving skills
  • Results and solution oriented
  • Ownership and accountability
  • Problem-solving skills
  • This is a hybrid-office position and may choose to work from home two days out of the work week
  • Ability to occasionally lift and/or move up to 50 pounds
  • Ability to sit for extended periods of time


  • 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!

Job Segment: Logistics, Retail Sales, Supply Chain, Food Service, Operations, Retail, Customer Service, Hospitality

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