Lucia Scattolini

Global Customer Service Manager @Gnosis by Lesaffre

Desio, IT

Responsible for establishing, leading and cultivating a world class Service Excellence department world-wide, I am at the forefront of instituting a unified and consistent approach across all regions served by the Business Unit, shaping and implementing a Global Customer Service team with members located in Europe, USA and Asia. Engaging effectively with key stakeholders, especially Sales and Supply Chain, and ensuring a cohesive Customer Service experience, I am facing the complexity of overseeing a Service Excellence department that supports customers world-wide and runs operations across the 4 main regions: EMEA, APAC, NORAM and LATAM managing diverse, multi lingual and multi cultural teams.Working closely with Global and Regional Sales Directors I contribute to secure budget fulfillment and drive monthly revenue achievement through a punctual analysis of the order portfolio compared with budget and forecasted demand.Supporting Sales processes by defining and implementing allocation procedures when facing production capacity contraints.Focusing on system improvement I have been actively managing the implementation of the new SAP system as Business Process Owner for Sales and Sales Administration refining the existing processes to increase efficiency and improve Customer Experience

Università degli Studi di Genova

Master's degree