Sales Administrator

Great opportunity to join our Customer Service Department on a 12 month Fixed Term Contract

Why LAVAZZA Professional?

Lavazza Professional is the Business-to-business (B2B) arm of Lavazza Group. As a global coffee business, we have grown over the last 120 years from a small Italian artisanal company to be an industrial giant. We remain family owned and our passion for quality coffee is coupled with a spirit of entrepreneurship, defined by innovation and a sense of responsibility. In the Lavazza Group we are committed to build a better world, one coffee at a time. We offer products of superior quality, obtained through a sustainable model based on innovation, passion and expertise.

At Lavazza Professional, our goal is to fuel workplace productivity and wellness, proudly serving premium Lavazza coffee from our Multi-drink and Barista Collection systems, our industry leading, versatile office coffee and vending technologies offer tailored options to fit any workspace, any size of business and any industry.

As a company, we have a profound commitment to Sustainability and are proud to announce our "Roadmap to Zero" to completely neutralise the Group's carbon footprint by the end of 2030. You can be proud to join a company dedicated to sustainability, innovation, and employee development.

Why join LAVAZZA Professional?

Competitive salary plus possible 5% annual bonus

Profit and performance related bonus

Welfare and wellbeing package

Company pension

Plus, many more benefits and development opportunities

Key Activities -

Full responsibility for performing Validation, Admin Reporting, PSSR requirements and Coffee on the Move tasks in full on time.

Local quotes and Coffee on the move from quote to order supporting account managers, customers and suppliers.

Addressing customer inquiry / clarification & complaints relating to the task areas.

Performing accurate order entry and timely fulfilment, shipment tracking, managing PRs/POs and payment information including credits into the business.

Interacting and collaboration with internal departments & 3rd party suppliers to solve customer issues – escalating risk areas to TL/LM real time.

Adhere to relevant laws such as GDPR and other regulations.

Track KPIs and metrics related to the customer service we provide and preparing reports to support internal departments, giving management a clear overview of deliverables.

Key Responsibilities -

Undertakes customer request / clarification or complaints, working with internal departments (e.g., Sales, Logistics, Finance, Technical) to solve issues affecting requests.

Works closely with relevant teams and departments (e.g., Technical, Finance, Sales) in drafting structured documents aimed at responding directly to customer inquiries/complaints regarding administrative issues to prevent customer failures. (e.g., Q&A, ad hoc responses, position papers, etc.).

Performs order requests, verifying accuracy of order details, validating product availability, pricing and discounts, and informing relevant stakeholders to ensure accurate and timely order fulfilment.

Provides relevant order information to customers by providing real-time updates on order status, installation tracking, and delivery estimates.

Correctly enters data within the system, such as order specifications, costs, credit terms, order date, install date and delivery dates.

Ensures the accuracy of payment information and the creation of PR/POs works with other departments to address payment issues, such as missing PO. Performs ordering of 3rd party parts, tracks returned products, and processes requirements efficiently, documenting processes and communicating updates to customers.

Accurately records customer inquiry/clarification and complaints in CRM, along with issue resolutions and customer feedback.

Ensures compliance with relevant laws and regulations, respecting customer rights and ensuring the privacy and security of customers' information and personal data.

Keeps track of KPIs and metrics related to customer service administrator performance (e.g., SLA to complete, Continuous improvement actions, customer satisfaction), and prepare reports for internal departments and management.

KPI`s include -

Queries answered within lead time – 2day SLA /Same day 3rd party spares ordering / Zero NB debt /PSSR daily actions 100%

Order Entry Error rate – 98% accuracy

Skills needed -

Excellent command of English

Previous administration experience to high and accurate level

Highly organised and articulate

Effective time management through a strong multi tasked agenda

Ability to work a fast pace

Strong attention to detail

Able to deal with ambiguity

Confident to challenge processes when necessary

Extensive Excel knowledge

Experience with Sales Force and SAP

The successful candidate will be required to be office based in our head office in Basingstoke North Hampshire. The successful candidate will have to complete back ground checks which may include a DBS check. All applicants need to be UK based due to the interview process and must have the right to work in the UK. We cannot offer sponsorship at this time.

Job Type: Fixed term contract

Contract length: 12 months

Pay: £29,824.00 per year

Benefits:

• Canteen
• Company pension
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site gym
• On-site parking
• Private medical insurance

Work Location: In person