About the role

Customer Service Specialist managing order processing for Food Service Distributor accounts at Lavazza. Ensuring operational excellence and exceptional distributor service in a hybrid work schedule.

Responsibilities

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.

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.