Pietro Davide Vigilante

E-commerce Operations Back Office Specialist @Kering

Novara, IT

Scope (Customer Service Ops, Back Office)First point of contact for Brand Customer Care (order status, escalations, VIP); SLA ownership and timely case closure.Day-to-day coordination with warehouses/3PLs and carriers (priorities, cut-offs, WISMO, address corrections, first-attempt delivery).OMS/WMS/TMS orchestration: stock allocation, routing, split/merge, backorders, returns/RTV.Carrier scorecards & corrective plans; import/export support (DDP/DAP, brokers, documentation).Salesforce: case queue ownership, macros, taxonomy, knowledge base; reduction of repeat contacts.Control-tower routine (daily) and weekly scorecards to surface risks (on-hold, aged, failed scans, customs) and trigger corrective actions.Omnichannel support: click- & -collect, ship-from-store, store/warehouse re-routing.Weekly touchbases with local teams; training & onboarding (peak seasons).2022 — APAC LeadOwned APAC post-order flow across multiple markets & carriers; launched shipping profiles and delivery promises; lead contact for local teams.2023 — Salesforce Ambassador (Backoffice); JP & US Lead; B2B flowsGoverned B2B (routing guides, label/pack compliance, pickup windows); improved US customs-clearance transit time; weekly touchbases & action logs with JP/US/CA.2024–Present — JP/US/CA Ownership + Cross-BackofficePeak war-rooms (BFCM/holiday), carrier capacity & contingencies; IT/process ownership (UAT/releases, SOP/KB); control-tower analytics end-to-end; customer experience focus (CSAT/AHT).