Hybrid Customer Service Specialist - Coffee & OCS

Lavazza Group; West Chester (Chester County); Hybrid; USD 52,000 - 65,000; Full time

Benefits offered by this job

Hybrid Work Schedule

Ability to be barista certified

Tuition Reimbursement

Employee Discounts

Summer Friday’s

Job summary

Lavazza North America is seeking a Customer Service Specialist – Office Coffee Service (OCS) to manage customer orders and coordinate fulfillment from entry to delivery. The role serves as the primary contact for internal and external customers, resolving data, shipping, pricing, and promotion discrepancies.

Hours are hybrid with up to two remote days per week in West Chester, PA, and travel is minimal. The team collaborates with Sales, Logistics, Distribution, and Finance to meet service levels

Qualifications

• Bachelor’s degree in Business or related field, 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, 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.

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 service metrics, and perform root‑cause analysis.
• Implement process improvements in partnership with customers and cross‑functional teams.

Skills

Customer service

Order management

ERP system

SAP

Microsoft Office

Cross-functional collaboration

Education

Bachelor’s degree in Business or related field

Tools

SAP

Job description

Lavazza North America is seeking a Customer Service Specialist – Office Coffee Service (OCS) to manage customer orders and coordinate fulfillment from entry to delivery. The role serves as the primary contact for internal and external customers, resolving data, shipping, pricing, and promotion discrepancies.

Hours are hybrid with up to two remote days per week in West Chester, PA, and travel is minimal. The team collaborates with Sales, Logistics, Distribution, and Finance to meet service levels