Customer Service Specialist – Foodservice Distributor
Lavazza Group
full-time
Posted on:
Location Type: Hybrid
Location: West Chester • Pennsylvania • United States
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About the role
- Manage end-to-end order processing for Food Service Distributor accounts, including order entry, fulfillment coordination, shipment tracking, and delivery confirmation for both domestic and international orders.
- Prepare and manage international shipping documentation for direct container purchases from Italy, ensuring accurate and timely paperwork in collaboration with steamship lines, freight forwarders, customs brokers, and internal stakeholders.
- Monitor and maintain EDI order flow, including incoming purchase orders and outgoing confirmations or updates, ensuring data accuracy from order submission through fulfillment.
- Respond to customer inquiries with urgency and professionalism, resolving issues related to orders, deliveries, fulfillment delays, inventory availability, and product-related questions.
- Investigate and resolve chargebacks, deductions, and credit requests by partnering closely with the Finance team and identifying root causes to prevent recurrence.
- Collaborate cross‑functionally with Sales, Marketing, Logistics, and other internal teams to support daily business needs, resolve operational challenges, and ensure exceptional distributor service.
Requirements
- 4+ years of customer service experience, preferably within distribution, operations, or a similar order‑to‑cash environment.
- Experience managing container orders and coordinating with internal and external brokers, freight forwarders, and logistics partners.
- Proficient in Microsoft Office Suite and/or Google Workspace, including Excel, Word, email platforms, web navigation tools, chat systems, and customer/order management systems.
- Demonstrated ability to rapidly learn and retain information related to brand history, product offerings, systems, and internal processes.
- Strong analytical and problem‑solving abilities, including the capacity to research product issues, resolve delivery challenges, and navigate proprietary systems for customer, order, and fulfillment management.
- Proven collaboration skills, with the ability to work cross‑functionally and build strong relationships with internal and external partners.
- Highly adaptable and flexible, with the ability to remain focused, organized, and composed when managing multiple priorities in a fast‑paced environment.
- Excellent written and verbal communication skills, with a customer‑centric approach and a friendly, professional demeanor across all channels.
- Must be able to work in a fast‑paced environment, handling multiple tasks while maintaining a high level of accuracy and attention to detail.
- Requires strong mental focus, resilience, and the ability to remain calm and solution‑oriented under pressure.
Benefits
- 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
order processinginternational shipping documentationEDI order flow managementchargeback resolutiondata accuracycustomer/order management systemsanalytical skillsproblem-solving skillslogistics coordinationcontainer order management
Soft Skills
customer servicecollaborationadaptabilityorganizationcommunication skillsprofessionalismresiliencefocusattention to detailrelationship building