Gianluca Ottoboni

- Managing and supporting team of 12 people (Poland, Italy, CEE countries, Export);
- Ensuring the achievement of company KPIs / SLAs;
- Ensuring that the team fulfill the daily basis tasks;
- Guarantying the good cooperation with the main stakeholders (Sales, despatch, planners, logistic department);
- Developing each team member focusing on the strength point to improve the quality of the service according to company’s standards;
- Motivating the team to support them in daily operations;
- Creating and managing team structure and backup structure based on the market’s specific needs;
- Taking part on implementation and harmonization project at EMEA level;
- Focus on customer service improvement of the service applying innovative actions;
- Evaluating and provide feedback to higher management regarding each team member performance.

Senior Customer Service Specialist, Kemira BSC Gdansk.
- Responsible for correct data entering per each PO to ensure correct deliveries and invoices;
- coordinating the team and supporting to the team leads;
- mentor for new comers in the team;
- providing trainings for junior comers and for all the departments in order to maintain the efficiency of the service;
- involved in several projects, global and local, in different areas (e.g. correction of invoices, credit and debit note process, handling complaints, right way of working and approach business area…);
- register and solve customers complaints via ticket in SAP;
- contacting customers via different communication channels regarding their orders, order confirmations, shipment details;
- cooperating with logistics, production, DRP/Procurement and financial departments;
- providing support and solving problems;
- Taking part in transition during the acquisition of new
enterprises;
- Involved in projects to improve the system SAP ERP,
procedures and the cooperation between departments.