Cimbali Group is a global leader in the coffee industry, renowned for its brands, including La Cimbali, Faema, and Casadio & Slayer. With a legacy spanning over a century, we are dedicated to crafting top-tier coffee machines and equipment.

Purpose of the Role

At Cimbali Group North America, home to iconic coffee equipment brands Cimbali, Faema, Casadio, and Slayer, the Customer Service Manager, reporting to the CEO plays a pivotal role in delivering exceptional customer experiences that reflect our brands’ excellence, innovation, and passion for coffee craftsmanship.

This role ensures seamless support for our partners, distributors, and clients across North America by fostering strong relationships, optimizing service operations, and upholding the reputation of our industry-leading coffee equipment.

The Customer Service Manager will lead and develop the customer support team, ensuring timely and effective resolution of customer inquiries, technical assistance, and aftersales services, while continuously improving processes to exceed customer expectations.

By combining operational efficiency with a deep understanding of coffee equipment and customer needs, this role drives loyalty to our brands, strengthens our market position, and enhances the overall coffee experience that our equipment delivers.

Main Duties:

Streamline the complete Order Process
Management of outbound materials (finished goods & spare parts). Orders are incoming (collection and insertion in the system) for x4 brand management and customer relationships during the entire order process.
Invoice processing and providing input to Planning & Warehouse Dept.

Key Responsibilities

Supervising day-to-day operations in the customer service department for all brands. (Cimbali, Slayer, Casadio, and Faema).
Management of online orders and coordination with Tech Dep for installs.
Creating effective customer service procedures, policies, and standards.
Supervising reports on inventories for spare parts and equipment.
Management of DEMO machines, tracking of Demo machines, and keeping fleet.
Responsible for placing orders for restocking of spare parts and inventory.
Responsible for ensuring orders are in the system and coordinating with the warehouse for the shipment.
Communicating with customers; front-facing customer communication.
Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
Supervision of inbound orders, proper input in systems, and logistics of outbound orders.Maintaining accurate records and documenting all customer service activities and discussions.
Assessing service statistics and preparing detailed reports.Hiring and training new customer service agents.

Qualifications and Skills

Excellent data analyzing and review skills
Ability to teach and mentor
Office 365 professionals know-how
Preferrable SAP knowledge
Experience working with Amazon Sales Platforms or Auto quotes preferred.

Reporting to: Country Manager

Hiring by: Local legal entity.

Benefits:

• Salary Range: 70-100K depending on experience

• 401(k)

• Health insurance - Dental Insurance

• Paid time off

Location: Renton - 707 Lind Ave SW, 98057, RENTON (WA)

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Cimbali Group is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs, and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their back

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Cimbali Group | Customer Service Manager