Pace Alberto
Barcelona
Summary
Results-driven professional with 7+ years at Asics, currently leading the Customer Service team in Barcelona. With a Master’s in Business Administration and three promotions in 5 years, I’ve excelled as an Orderbook Specialist and Team Lead. Skilled in SAP, Excel, and B2B portal management, I am known for strong teamwork and mentoring. Fluent in English and Spanish, with experience in multicultural environments, I thrive in global settings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Asics Iberia
Barcelona
05.2021 - Current
- Enhancing Customer Satisfaction: Successfully improved customer satisfaction for over 1,000 major retailers by strategically planning and delegating key tasks, including order management, dispute resolution, outbound delivery tracking, master data maintenance, and VAS management. Ensured flawless execution through regular monitoring and provided hands-on support during emergencies or team absences.
- Optimising B2B Portal Experience: Played a pivotal role in delivering a seamless customer experience on the B2B portal by conducting bi-annual testing of new releases, focusing on sales order creation, invoice downloads, and other daily operations. Accumulated extensive knowledge in EDI processes.
- Driving Team Efficiency: Elevated team knowledge and operational efficiency by streamlining over five key processes, such as delivery creation and re-dating, resulting in a 50% reduction in execution time.
- Ensuring Performance Excellence: Maintained high standards of team performance by closely monitoring KPIs, including on-time delivery ratios and conversion rates, ensuring continuous improvement.
- Contributing to Operational Efficiency: Provided timely and actionable insights through comprehensive reporting, including status updates on key launches, weekly order book summaries, and around 20 customised reports as needed.
- Accurate Turnover Forecasting: Delivered precise turnover forecasts by effectively managing the order book and integrating relevant data.
- Overseeing Customer Claims: Played a critical role in enhancing customer satisfaction by effectively managing and resolving customer claims.
Orderbook Specialist / Senior Order Book Coordinator
Asics Italia S.r.l
Cuneo, Italy and Barcelona
01.2019 - 04.2021
- Optimising Delivery Planning: Supported the distribution center in efficient delivery planning by providing accurate forecasts based on orderbook data and insights from sales and finance departments.
- Ensuring Smooth Product Launches: Facilitated smoother product launches by consistently monitoring potential blocks and delays that could hinder timely order deliveries.
- Coordinating Key Launches: Organized regular meetings with marketing and finance departments for critical launches, ensuring on-time deliveries and successful product rollouts.
- Providing Strategic Insights: Contributed to operational efficiency by delivering timely and relevant reports, including status updates on product launches, weekly orderbook summaries, and around 20 customized reports as needed.
- Leading and Supporting the Customer Service Team: Stepped in to coordinate the customer service team in the absence of the team lead, providing support in SAP tasks such as delivery creation, re-dating, and VAS management.
- Enhancing Retailer Satisfaction: Improved retailer satisfaction and operational efficiency by identifying logistics issues, such as VAS implementation and carrier disruptions, and collaborating with the distribution center for swift resolution.
Orderbook Associate
Asics Italia S.r.l
Turin
07.2017 - 12.2018
- Streamlining Product Launches: Ensured smoother product launches by overseeing and resolving blocks and delays to prevent issues with timely delivery. Actively involved finance and sales teams to monitor and prioritize key launches, focusing on prioritizing inbound processes.
- Supporting Customer Service: Provided essential support to the customer service team in NAVISION and SAP, handling tasks such as delivery creation, re-dating, and VAS management.
- Enhancing Operational Efficiency: Contributed to operational efficiency by delivering timely insights through reports, including delivery statuses for specific launches, weekly orderbook updates, and approximately 10 on-demand reports.
- Managing System Transition: Effectively managed the transition from NAVISION to SAP, ensuring smooth communication with stakeholders and adapting to new workflows and logistics standards following the Distribution Center relocation.
Intern, Auditor
KPMG S.p.a
Turin
02.2016 - 05.2016
- Collaborated with audit teams to ensure compliance with regulatory standards.
Education
Master's Degree in Business Administration -
University of Turin
Turin, Italy11.2016
Bachelor's Degree in Banking and Insurance -
University of Turin
Turin, Italy10.2013
Skills
- Proficient in SAP, B2B, NAVISION, Excel and Microsoft Suite
- Expert with 7 years experience in Order to Cash
- Native-level Italian, fluent in English (C2), Spanish (C1)
- Proven track record of leadership, team management, customer satisfaction and customer service excellence
- Excellent analytical, reporting, problem solving and communication skills
- Order Management
- Team Training
- Staffing oversight
- Performance Evaluation
- Strong passion for sports industry
Certification
- IELTS, 07/01/17, 6.5
- ECDL (European Computer Driving Licence), 02/01/12
Timeline
Customer Service Team Lead
Asics Iberia
05.2021 - Current
Orderbook Specialist / Senior Order Book Coordinator
Asics Italia S.r.l
01.2019 - 04.2021
Orderbook Associate
Asics Italia S.r.l
07.2017 - 12.2018
Intern, Auditor
KPMG S.p.a
02.2016 - 05.2016
Master's Degree in Business Administration -
University of Turin
Bachelor's Degree in Banking and Insurance -
University of Turin
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