Hybrid Customer Service & Order Specialist (OCS)

Lavazza North America Inc; West Goshen Township (PA); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

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 -

Free coffee, anytime!

Job summary

Lavazza North America Inc. in West Chester, PA is seeking a Customer Service Specialist for OCS to manage customer orders and coordinate fulfillment from order entry through delivery. The role requires close collaboration with Sales, Logistics, and Finance to meet customer expectations.

The hybrid position offers regular interaction with internal teams and external customers, with emphasis on data accuracy, issue resolution, and continuous improvement of service levels.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 2+ years of direct customer service experience.
• 2+ years of experience in order management, distribution, or transportation preferred.
• Proficiency with Microsoft Office applications.
• Experience using an ERP system; SAP experience preferred.
• Experience resolving order, shipping, pricing, promotions, 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.

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 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.

Skills

Customer service

Order management

Cross-functional collaboration

Microsoft Office

ERP systems

Root-cause analysis

Service metrics monitoring

Communication

Education

Bachelor’s degree in Business or related field

Tools

SAP

Job description

Lavazza North America Inc. in West Chester, PA is seeking a Customer Service Specialist for OCS to manage customer orders and coordinate fulfillment from order entry through delivery. The role requires close collaboration with Sales, Logistics, and Finance to meet customer expectations.

The hybrid position offers regular interaction with internal teams and external customers, with emphasis on data accuracy, issue resolution, and continuous improvement of service levels.