Lavazza Group

Customer Service Technician

Lavazza Group

full-time

Posted on:

Location Type: Office

Location: South East London • United Kingdom

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About the role

  • Undertakes customer inquiry / clarification or complaint and works with internal departments (e.g., Sales, Logistics, Finance) to solve issues affecting order to cash management process;
  • Works closely with relevant teams and departments (e.g., Finance, Sales) in drafting structured documents aimed at responding directly to customer inquiries/complaints regarding administrative issues (e.g., Q&A, ad hoc responses, position papers, etc.);
  • Performs order entry and fulfillment, verifying accuracy of order details, validating product availability, pricing and discounts, and informing relevant stakeholders to ensure accurate and timely order fulfillment;
  • Provides relevant order shipment information to customers by providing real-time updates on order status, shipment tracking, and delivery estimates;
  • Correctly enters data within the billing system, such as order specifications, costs, credit terms, order date, and shipping date;
  • Ensures the accuracy of payment information and works with other departments (e.g., Finance) to address payment issues, such as failed transactions or overdue payments;
  • Performs return requests, tracks returned products, and processes refunds efficiently, documenting return and refund processes and communicating updates to customers;
  • Accurately records customer inquiry/clarification and complaint regarding orders in CRM, along with issue resolutions and customer feedback;
  • Ensures compliance with relevant laws and regulations, respecting consumer rights and ensuring the privacy and security of customers' information and personal data;
  • Keeps track of KPIs and metrics related to customer service performance (e.g., response time, problem resolution rates, customer satisfaction), and prepares reports for management.

Requirements

  • Undertakes customer inquiry / clarification or complaint and works with internal departments (e.g., Sales, Logistics, Finance) to solve issues affecting order to cash management process;
  • Works closely with relevant teams and departments (e.g., Finance, Sales) in drafting structured documents aimed at responding directly to customer inquiries/complaints regarding administrative issues (e.g., Q&A, ad hoc responses, position papers, etc.);
  • Performs order entry and fulfillment, verifying accuracy of order details, validating product availability, pricing and discounts, and informing relevant stakeholders to ensure accurate and timely order fulfillment;
  • Provides relevant order shipment information to customers by providing real-time updates on order status, shipment tracking, and delivery estimates;
  • Correctly enters data within the billing system, such as order specifications, costs, credit terms, order date, and shipping date;
  • Ensures the accuracy of payment information and works with other departments (e.g., Finance) to address payment issues, such as failed transactions or overdue payments;
  • Performs return requests, tracks returned products, and processes refunds efficiently, documenting return and refund processes and communicating updates to customers;
  • Accurately records customer inquiry/clarification and complaint regarding orders in CRM, along with issue resolutions and customer feedback;
  • Ensures compliance with relevant laws and regulations, respecting consumer rights and ensuring the privacy and security of customers' information and personal data;
  • Keeps track of KPIs and metrics related to customer service performance (e.g., response time, problem resolution rates, customer satisfaction), and prepares reports for management.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
order entryorder fulfillmentdata entrybilling system managementcustomer relationship management (CRM)KPI trackingreport preparationproblem resolutionproduct availability validationpricing and discount verification
Soft Skills
customer servicecommunicationcollaborationproblem-solvingattention to detailorganizational skillstime managementadaptabilityinterpersonal skillsconflict resolution