Customer Service Specialist - OCS

Lavazza North America Inc•West Goshen Township, PA

21d•Hybrid

About The Position

The Customer Services team at Lavazza North America supports customer satisfaction and business growth by delivering responsive, accurate service across order management and fulfillment activities. The team partners closely with customers, Sales, Logistics, Supply Chain, Finance, and other cross-functional teams to process orders, resolve shipping, pricing, and data discrepancies, and maintain clear communication throughout the customer journey. Through proactive issue resolution, performance reporting, and continuous process improvement, the team helps strengthen customer relationships, improve service levels, and support efficient operations across Lavazza’s business channels. The Customer Service Specialist – Office Coffee Service (OCS) supports the Away from Home channel by managing customer orders and coordinating fulfillment activities from order entry through delivery. The role serves as a primary contact for internal and external customers, resolves data, shipping, pricing, and promotion discrepancies, and uses service metrics to identify root causes and improve performance. This position partners with Sales, Logistics, Distribution, Transportation, Supply Chain, and Finance to maintain service levels, optimize cost, and meet customer expectations.

Requirements

Bachelor’s degree in Business or a related field; or equivalent professional experience.
2+ years of direct customer service experience.
Proficiency with Microsoft Office applications.
Experience using an enterprise resource planning (ERP) system; SAP experience preferred.
Experience resolving order, shipping, pricing, promotion, or customer data discrepancies.
Experience monitoring service measures such as on-time delivery and order blocks and conducting root-cause analysis.
Experience partnering with Sales, Logistics, Supply Chain, Finance, customers, or other cross-functional stakeholders.

Nice To Haves

2+ years of experience in order management, distribution, or transportation preferred.

Responsibilities

Process incoming customer orders accurately and coordinate fulfillment from order entry through delivery.
Coordinate logistics, distribution, and transportation activities to optimize cost and service while reducing supply chain disruptions.
Manage customer relationships by documenting expectations, requirements, and account-specific policies.
Communicate with customers at least weekly to confirm ordering intervals, order status, and fulfillment needs.
Resolve discrepancies involving data integrity, shipping, pricing, promotions, and order processing.
Respond to requests and inquiries from internal and external customers within established service expectations.
Use enterprise resource planning (ERP) systems and reporting tools to monitor on-time delivery, order blocks, and individual and team service metrics, and perform root-cause analysis.
Implement process improvements in partnership with customers and cross-functional teams.