Customer Service Representative responsible for inbound and outbound calls for Ford Credit. Building customer relationships and ensuring satisfaction in the call center environment.
About the role
- Customer Service Lead overseeing D2C customer interactions and managing the Call Center operations for Lavazza North America. Ensuring excellent service and collaboration across teams in the order-to-cash process.
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.
Requirements
- 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.
- Experience working with Amazon Vendor and Seller Central preferred.
- Experience with Walmart Seller Central preferred.
- 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.
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!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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