Customer Service Specialist - Retail

Luigi Lavazza S.p.A.

7d•Hybrid

About The Position

At Lavazza North America, the Customer Service Specialist - Retail specifically supports the Retail division within the 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. This role will focus on handling the daily operations of our direct and distributor Retail 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.

Requirements

2+ years experience in customer service, CPG and retail preferred
Proficient in Microsoft Office Suite

Nice To Haves

SAP or similar software experience a plus

Responsibilities

Primary contact by phone or email for customers, providing knowledgeable answers to inquiries regarding Lavazza Group products and brands (Lavazza, Flavia, Kicking Horse Coffee).
Manage order processing, fulfilment, and delivery for direct and distributor retail 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.
Work with Sales, Marketing and Operations Team to ensure customer satisfaction.
First point of contact on daily communication with 3PL responsible for B2B retail accounts.
Coordinate with sales brokers and internal sales team to plan and execute promotions.
Support the Customer Service Manager for the E-Commerce channel as needed.
Processing Equipment related invoices
Inspect and confirm all invoices have appropriate documentation, backup, and approvals.
Processes service, maintenance, parts invoices; resolve issues and concerns.
Identify and close gaps in Equipment master data for Sales force implementation project
Process invoices in a timely, accurate manner according to company SOPs.
Prepare all backup for attachments relevant to service calls, maintenance and parts.
Prepare special reporting as required by management and reconciliation of inventory as directed
Develop relevant reports and analyses to internal customers as directed.
Identify, measure, and analyze key cost drivers and cost centers
Monitor and track equipment and service by customer, type and prepare regular maintenance analysis
Issue POs in accordance with company policy and accounting system.
Assist LTS team as appropriate and complete other projects as instructed by supervisor