Customer Service Specialist - OCS

Department: Customer Service Location: Job ID: 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, 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. This is a hybrid-office position and may choose to work from home two days out of the work week. Location: West Chester, PA Must be available between the hours of 9am-5pm ET #LI-AH1 #westchester JOB RESPONSIBILITIES 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. Perform other responsibilities as needed. JOB QUALIFICATIONS Four year college degree from an accrediated institution, Business or related field preferred 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 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 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. Job Segment: Logistics, Supply Chain, Work from Home, ERP, Operations, Customer Service, Contract, Technology