What are the responsibilities and job description for the Customer Service Specialist - OCS position at Lavazza Group?
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 Services team at Lavazza North America supports customer satisfaction and business growth by delivering responsive, accurate service across order management and fulfillment activities. The team partners closely with customers, Sales, Logistics, Supply Chain, Finance, and other cross-functional teams to process orders, resolve shipping, pricing, and data discrepancies, and maintain clear communication throughout the customer journey. Through proactive issue resolution, performance reporting, and continuous process improvement, the team helps strengthen customer relationships, improve service levels, and support efficient operations across Lavazza’s business channels.
The Customer Service Specialist – Office Coffee Service (OCS) supports the Away from Home channel by managing customer orders and coordinating fulfillment activities from order entry through delivery. The role serves as a primary contact for internal and external customers, resolves data, shipping, pricing, and promotion discrepancies, and uses service metrics to identify root causes and improve performance. This position partners with Sales, Logistics, Distribution, Transportation, Supply Chain, and Finance to maintain service levels, optimize cost, and meet customer expectations.
Work location: West Chester, Pennsylvania
Work model: Hybrid (up to two remote days per workweek)
Travel: Less than 10% annually
Job Responsibilities
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.
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 Services team at Lavazza North America supports customer satisfaction and business growth by delivering responsive, accurate service across order management and fulfillment activities. The team partners closely with customers, Sales, Logistics, Supply Chain, Finance, and other cross-functional teams to process orders, resolve shipping, pricing, and data discrepancies, and maintain clear communication throughout the customer journey. Through proactive issue resolution, performance reporting, and continuous process improvement, the team helps strengthen customer relationships, improve service levels, and support efficient operations across Lavazza’s business channels.
The Customer Service Specialist – Office Coffee Service (OCS) supports the Away from Home channel by managing customer orders and coordinating fulfillment activities from order entry through delivery. The role serves as a primary contact for internal and external customers, resolves data, shipping, pricing, and promotion discrepancies, and uses service metrics to identify root causes and improve performance. This position partners with Sales, Logistics, Distribution, Transportation, Supply Chain, and Finance to maintain service levels, optimize cost, and meet customer expectations.
Work location: West Chester, Pennsylvania
Work model: Hybrid (up to two remote days per workweek)
Travel: Less than 10% annually
Job 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 enterprise resource planning (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.
- Bachelor’s degree in Business or a 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 enterprise resource planning (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.
- 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 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.