Customer Service Support Specialist

Job Description

Job Description

About Us

Il Pastaio di Brescia is an Italian pasta and gnocchi company known for premium quality, authentic craftsmanship, and innovation in food production. Our products are enjoyed across the U.S. and internationally, and we’re proud to launch our first U.S. manufacturing facility right here in Allenwood, Pennsylvania . This is an exciting opportunity to join a growing operation rooted in Italian tradition, with a strong focus on quality, teamwork, and people.

Position Summary:
The Customer Support Specialist manages customer support, order coordination, and internal communication for US customers. They support requests, tenders, shipments, stock monitoring, and data updates, handling new setups, samples, and documentation. They collaborate with sales, marketing, operations, warehouse, and administration on projects, reporting, and service quality. They maintain accurate records and update funnels and commercial information. They also coordinate operational relationships with agents and brokers in the field, ensuring alignment, daily support, and activity management. They perform additional administrative and coordination tasks as needed by the company. They ensure timely communications and contribute to the continuous improvement of processes and customer satisfaction

Activities and Responsibilities
1. Customer management and commercial support ·
Point of contact for US customers and request management. ·
Coordination of communications and preparation of commercial documentation. ·
Updating sales funnels and activity logs. ·
Support for reporting and customer performance analysis.  

2. Order management and system data ·
Reviewing orders and monitoring progress. ·
Coordination with Order Management for data entry and follow-up. ·
Setup of new customers and completion of information forms. ·
Checking packaging and delivery times and planning feasibility.

3. Logistics, shipping, and warehouse ·
Updating warehouse stock and internal communications. ·
Booking US shipments and tracking international movements. ·
Managing complex shipments and coordinating logistics. ·
Collaboration with warehouse, planning, production, and logistics.
 
4. Sample management ·
Sample stock monitoring. ·
Sample production requests. ·
Coordination of sample shipments. ·
File updates and support for internal teams.  

5. Support for US projects and cross-functional work ·
Support for marketing initiatives and projects dedicated to the US market. ·
Collaboration with all departments involved. ·
General administrative activities and special projects. ·
Use of ERP and MES systems.

Key Competencies ·
Strong customer service orientation and effective communication skills. ·
High attention to detail, accuracy, and strong time-management abilities. ·
Ability to manage multiple tasks, follow up effectively, and solve problems. ·
Cross-department coordination skills with basic logistics understanding. ·
Accuracy in order processing and documentation. ·
Analytical mindset with reporting skills and proficiency in spreadsheets and business systems. ·
Ability to work independently and collaboratively, with adaptability in fast-paced environments. ·
Professionalism, discretion, and a process-oriented approach with issue-identification skills.

Position KPIs ·
Response Time – Timely response to customer and internal inquiries ·
Follow-Up Completion – Customer and internal follow-ups completed by deadline ·
Customer Satisfaction – Quality of service provided to customers/internal partners

Qualifications:
- High school diploma or GED required.
- 1–3 years of customer service, administrative, logistics, or order support experience preferred.
- Strong communication, organization, and problem-solving skills.
- Proficiency in Microsoft Office, especially Excel and Outlook.
- Ability to manage multiple priorities with a high level of accuracy and attention to detail.
- Experience with order entry, shipment tracking, and cross-functional coordination preferred.

 

Benefits

We value our employees and offer a strong benefits package including:

• Medical, Dental, and Vision Insurance
• 401(k) with 4% Company Match – 100% vested after 1 year
• Rewarding Paid Time Off

Stable, growing organization with training and advancement opportunities

Why Join Us?

You’ll be part of a company bringing authentic Italian food craftsmanship to the United States and helping build something new and meaningful. If you value teamwork, quality, and growth, we’d love to have you on our team.