Apply on Employer Site

Lavazza Group · 1 day ago

Customer Service Lead - D2C

NYC Metro Area

Full-time

Hybrid

Mid, Senior Level

4+ years exp

Lavazza Group is a globally recognized coffee company with a strong commitment to quality and social responsibility. The Customer Service Lead - D2C role involves overseeing the call center operations, managing customer interactions, and collaborating with various teams to ensure high customer satisfaction and operational excellence.

CoffeeFood and BeverageManufacturing

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

Team Oversight and Support: Supervise the daily operations of Horatio customer service agents and leads, ensuring tasks are completed efficiently and in alignment with service standards

Training and Development: Deliver ongoing training and coaching to Horatio agents and leads to enhance performance, product knowledge, and customer satisfaction

Performance Feedback: Provide timely and constructive feedback directly to Horatio leads, supporting their development and ensuring alignment with team goals

Communication Liaison: Act as the primary conduit for operational feedback between the customer service team and Horatio leads, while the Sr. Customer Service Manager – Ecomm maintains the relationship with Horatio’s management team

Operational Excellence: Ensure that all customer service activities are executed effectively, and that feedback is communicated clearly and efficiently to drive continuous improvement

Qualification

Customer Service ExperienceEcommerce BackgroundSAP ExperienceSalesforce ExperienceAmazon Seller CentralWalmart Seller CentralMicrosoft OfficeQuick Learning AbilitiesResearch SkillsCollaboration SkillsAdaptabilityFlexibilityCommunication SkillsProblem-Solving

Required

Bachelor's degree preferably in Business Management, Marketing, or related field

Minimum of 4 years experience in customer service; preferably for a CPG company, with a strong Ecommerce background, required

Experience with SAP

Experience with Salesforce or any other CRM software

Proficient with Microsoft Office and / or Google Docs products, to include Windows, Excel, Word, Teams, Email, web navigation, chat, and customer / order management systems

Quick Learning Abilities: Capable of assimilating extensive information about our brand's history, product offerings, and communications/advertising program

Research Skills: Required to conduct research on products and charges, address delivery issues, and rapidly grasp our proprietary systems for managing customers, orders, and fulfillment

Collaboration Skills: Strong collaboration skills, working effectively with internal and external partners to solve problems

Adaptability and Flexibility: Displays adaptability and flexibility, maintaining constructive performance under pressure, staying focused, and ensuring quality while handling multiple tasks simultaneously

Communication Skills: Exhibits exceptional communication skills with both customers and team members, maintaining a friendly and pleasant demeanor over email, video calls, and phone

Problem-Solving: 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