Gaspare Lauricella
Customer Service Sales Operation
Driving License
Como (22100) Italy
Professional Status
Employed
Available
About Me
A level headed, calm and positive individual who is able to carry out any sales service role professionally and effectively. Long track record of increasing customer loyalty and retention by having an in-depth understanding of the tasks, responsibilities and skills involved in customer service work. I always keep customers updated on issues important to them and works hard to meet requests for information in a timely and efficient manner.
Customer Service / Sales Administrator
GBG
June 2018
to August 2019
- Manage order book by divisions, market and customers as required by month delivery window, phases and brand
- Ensure all orders are accurately entered onto the relevant ERP system in a timely manner and in keeping with critical path and cut offs for each brand/phase accordingly
- Support Sales Team with order follow up and communication with customers as required
- Service to the Operation team to ensure accurate and timely delivery for every order to every customer over every delivery phase maximising sales
- Liaise effectively with the merchandising team, ensuring all amendments and delays are communicated to the customer and discussed with the Operations team where it will affect delivery
Retail Planning Allocator Vans EMEA
VF Corporation
December 2017
to May 2018
- Support the merchandising team in the deployment of goods from distribution centres to stores to meet seasonal objectives.
- Analyze sales trends and manage deliveries in order to maintain adequate stock levels for Retail (63) and Outlet (31) stores.
- Take care of replenishment/initial allocation order uploads and contract maintenance during the season.
- Manage transfers of goods both during and at the end of the season.
- Keep constant contacts with stores to monitor inventory levels, satisfy ad-hoc requests and support sales based on store capacity, seasonality and selling curves.
- Keep contacts with DC in order to ensure timely deliveries.
- The above-mentioned tasks imply an intensive use of Excel, AS400 (JBA), Retailisation, Relate (Promo SetUp/Maintenance), Cognos (Reporting Tool), Retail Data Warehouse (RDWH) - Reporting Tool, Citrix, BrioQuery (Reporting Tool)
Wholesale Senior Customer Service Representatives VANS & REEF
VF Corporation
July 2014
to November 2017
- To manage own group of accounts to ensure full support for the achievement of Sales targets and the objectives for the customer group, as defined by the Sales Support Manager/ Coordinator.
- To work within a team environment offering assistance to others when required.
- To ensure customer order details are validated prior to order entry in terms of account identification, genuine order type, sku detail, stock availability, customer requested date, schedule date and pricing.
- To release orders in a way that a most effectively satisfies the needs of the Customer, the Sales targets and the loading requirements of the Distribution Centre.
- To deal efficiently with order status enquiries from customers and account managers.
- To strictly execute the Company's procedures relating to order cancellations, customer returns and new account enquiries.
- To ensure that customer details on the customer master files are kept up-to-date as targeted and agreed with Sales Teams and Sales Support Manager/Coordinator.
- To ensure that all communications to outside parties exhibit standards expected of a professional, multi-national company.
- To ensure the telephone is answered promptly.
- To receive and initiate the processing of customer orders.
- To enter orders into the system, if and when necessary, to ensure that all orders are entered within 24 hours of receipt. To deal efficiently with order status enquiries from both customers and Account Managers
- To ensure that information about customer details in the customer master files is given to the Credit/Finance department.
E-Commerce Customer Service Representative
VF International
July 2012
to June 2014
Full-time
Stabio
Switzerland
- To provide customer support in terms of order management (closing transaction, order cancelation, order enquiry etc.)
- Supported Languages: English, Dutch, German and Italian
- To ensure orders are released and processed within given deadlines
- To ensure returns of goods are processed and refunded within given deadlines
- To provide support to customers through phone calls and e-mails ensuring that customers receive
a prompt an efficient response to all enquiries - To perform manual fraud screening activity
Customer Service
Koninklijke Ten Cate – Synthetic Turf Systems and Components
July 2011
to April 2012
Temporary Work
Nijverdal
Netherlands
- Order Entry in Management Information Systems AS400
- Customer Service – pre and post sales
- Consulting with customers in Dutch, English and Italian about orders, delivery times, credit lines
and account receivables - Booking orders, generating packing lists, bills of lading, waybills, invoices
- Generating various export documents (certificates of origin, A.TR, EUR 1, fumigation certificates)
- Organize transport per truck or container
- Work with different payment terms, such as Letter of Credit and Documents Against Payment Credit Control
- Generate Courtesy statements from the computer system and send them to customers
Project Specialist / Supervisor
R-Systems Europe B.V.
December 2000
to June 2011
Full-time
Enschede
Netherlands
- Provide support to agents on the account in dealing with solutions for their customer’s needs
- To deliver a high level of service to customers with advanced needs
- Develop strategies for better support to the customer
- Improve quality and service to customers through developing and maintaining a knowledge base for agents
- Act as point of contact with the client (Philips Lighting, Philips Monitor, Philips URC, Plextor and Kensington) in dealing with specialized and escalated issues
- Participate in pro-active team efforts to achieve department and company goals
Customer Service Representative (Dutch/Italian/German
Xstrasource B.V
June 1998
to November 2000
Enschede
Netherlands
- Handle Inbound/Outbound telephone calls
- Respond to technical inquiries and product related issues over the telephone
- Act as single point between the company and the client (Philips, Kensington, Plextor) for all technical issues related to purchased pc peripherals and electronic products
- Troubleshoots, recognizes triggers and traps and resolves all problems and/or conflict using technical expertise
- Accurately logs all help desk contacts using call and service tracking software (CRM)
- Asset customer’s issues and recommend appropriate solutions
- Follow the standard help desk operating procedure (talk time, availability, quality)
Export Administrator (Italian Market)
Texas Instruments Holland B.V.
December 1996
to February 1998
Temporary Work
Almelo
Netherlands
- To act as support to the sales team and be an office based point of contact for the customer
- Taking orders and seeing to all aspects of shipping
- Keeping client up to date on all existing and new products
- Liaising with all departments to assure client satisfaction
- Receiving feedback and passing it on to the relevant department
- Invoicing and submitting all relevant details in the appropriate system application
- General administration duties in relation to all shipping documentation
Assistant Transport Planner
Bolk Container Transport
February 1996
to November 1996
Temporary Work
Almelo
Netherlands
- Transport Planning
- Execute Administrative Transport Orders
- Make efficient use of the available drivers and materials
- Executive to drivers
-
English (fluent)
Oral as written
-
Dutch
native language
-
Italian
native language
-
German
Oral as written
-
French - Level A1
Level A1 (Beginner) Started Course this year
- Driving for Results
- Communication
- Autonomy and capacity to organize own work timetable
- Microsoft Office
- AS400
- SAP
- Cognos
- Brio Query
- Salesforce
- Magento
- MS Dynamics Navision
- MS Dynamics AX
- Decision Making
- Planning
- Organization
- Customer Focus
- Accuracy on Information and Data Handling
- Teamwork
- Responsibility on executing committed tasks
- Communication
- Driving for Results
- Classic
- History
Diploma Business and Economics - High School
Het Schuttersveld College - Enschede - The Netherlands
September 1994
to June 1998
Business and Economics
Diploma Business and Economics - Professional School
E.S.T. (Educatief Streekcentrum Twente) - Enschede - The Netherlands
September 1989
to June 1994
Business and Economics
