Customer Service Lead - D2C

Luigi Lavazza SPA; New York (NY); Hybrid; USD 50,000 - 75,000; Full time

Job summary

Join a leading company as a Customer Service Lead overseeing the Call Center for direct consumer interactions. This role focuses on efficiently managing customer inquiries and enhancing the order-to-cash process, ensuring customer satisfaction while driving continuous improvement.

Benefits

401K Package

Employee Assistance Program

Hybrid Work Schedule

Tuition Reimbursement

Employee Discounts

Free coffee, anytime!

Qualifications

• Minimum 2 years experience in customer service for a CPG company.
• Experience with E-commerce platforms like Amazon or Walmart Seller Central.
• Proficient with Microsoft Office tools including Excel and Word.

Responsibilities

• Handle escalations of customer contacts quickly and efficiently.
• Manage online orders, returns, and samples via various platforms.
• Collaborate with Sales, Marketing, Operations, and Logistics teams.

Skills

Communication skills

Collaboration skills

Adaptability

Customer service orientation

Education

Bachelor’s degree in Business Management, Marketing, or related field

Tools

SAP

Salesforce

Microsoft Office

Google Docs

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert: Create Alert

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

At Lavazza North America, the responsibility of the Customer Service Lead - Direct to Consumer (D2C) role is to oversee the Call Center handling customer interactions. This position also involves cross-team collaboration through various aspects of the order-to-cash process. The goal is not only to deliver high-quality coffee but also to provide excellent service to the customer.

Location: New York, NY

#LI-ID

JOB RESPONSIBILITIES

• Provide Support on Escalations: Handle escalations of customer contacts quickly and efficiently, providing knowledgeable answers to inquiries regarding Lavazza Group products and brands (Lavazza, Flavia, Kicking Horse Coffee).
• Process Orders and Returns: Manage online orders, returns, samples, cancellations, and replacements via Shopify, SAP, Amazon Seller Central, Walmart Seller Center, and other new marketplaces or businesses.
• Monitor Data Transfer: Oversee data transfer from Cin7 and Hybris to SAP via IDocs, implementing Lavazza HQ guidelines and fixing orders and contact forms.
• Data Entry: Record customer concerns, questions, complaints, and comments in SAP CRM and Salesforce.
• Resolve Chargebacks: Research, minimize, and resolve chargebacks and deductions in collaboration with the E-Commerce and Finance teams.
• Collaborate on Projects: Work with Sales, Marketing, Operations, and Logistics teams to plan and execute new projects, ensuring 100% customer satisfaction.
• Drive Continuous Improvement: Share insights and cooperate with the Sr. Customer Service Manager – E-Commerce on creating, tracking, and analyzing key performance indicators.
• Performs other related duties as assigned.

JOB QUALIFICATIONS

• Bachelor’s degree preferably in Business Management, Marketing, or related field.
• Minimum of 2 years’ experience incustomer service; preferablyfor a CPG company, with a strong Ecommerce background, required.
• Experience with SAP, Salesforce or any other CRM software.
• Experience working with Amazon Vendor and Seller Central preferred.
• Experience with Walmart Seller Central preferred.
• Proficient with Microsoft Office and / or Google Docs products, to include Windows, Excel, Word, Teams, Email, web navigation, chat, and customer / order management systems.
• Capable of assimilating extensive information about our brand's history, product offerings, and communications/advertising program.
• Required to conduct research on products and charges, address delivery issues, and rapidly grasp our proprietary systems for managing customers, orders, and fulfillment.
• Strong collaboration skills, working effectively with internal and external partners to solve problems.
• Displays adaptability and flexibility, maintaining constructive performance under pressure, staying focused, and ensuring quality while handling multiple tasks simultaneously.
• Exhibits exceptional communication skills with both customers and team members, maintaining a friendly and pleasant demeanor over email, video calls, and phone.
• Possesses the ability to accurately assess and research customer concerns, providing clear and appropriate resolutions.
• Hybrid: 3 days onsite at our New York City, NY or West Chester, PA site and 2 days remote.

BENEFITS/PERKS

• 401K Package
• Employee Assistance Program
• Hybrid Work Schedule
• Ability to be barista certified
• Tuition Reimbursement
• Performance Development Plans
• Employee Discounts
• 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: Call Center, Data Entry, CRM, Customer Service, Administrative, Technology, Research