Lukasz Gorski

Trilingual (English, German, Polish) SAP Consultant with strong SAP application (5+ years experience in MM/IM/WM) and extensive project management skills who has teamed-up with business teams to deliver successful SAP implementations in various industries (Pharmaceutical industry, distribution, building industry, packaging industry, beauty and cosmetics industry)

Responsible for overseeing and managing company's information technology projects on western markets as well as SAP development and implemantation

managing of the customer service dept. at Meissen Keramik GmbH maintaining proper stock level at Rovese Group WH and Meissen Keramik WH stock rotation and product life cycle ana lysis preparing of rolling sales forcast for goods from Rovese Group and Meissen Keramik GmbH for the DACH market Margin calculation and analysis for new deals on DACH market Optimalization of business processes with focus on supply chain (transport plans, stock booking, stock management)

• managing plans for stock levels, reacting to change in demand and logistics; • meeting suppliers and negotiating terms and conditions of contracts; • maintaining relationships with existing suppliers and sourcing new suppliers for future products; • evaluating suppliers on multiple criteria (price, quality, service support, availability, reliability, selection, etc.); • assessing a supplier’s production and distribution capabilities; • negotiating contract conditions

• Directing and delegating the activities of the Account Executives to ensure professional, timely and proficient customer service; • Management of all customer service related operations within the Multilingual Department; • Support and monitoring of Account Executives in all areas of their responsibilities; • Promotion of good customer relations by consistently providing premier client satisfaction; • Monitoring and planning of budget and efficiency of all ongoing projects;

• Providing help and advice to the clients; • Maintenance of highest service level to the client; • Investigation and solving of the clients problems and complaints; • Handling crises/problems on the projects; • Development of services rendered within projects and feedback to the client; • Tracking and reporting of the key performance indicators on the project to the client; • Project efficiency management; • Management of the project’s budget; • Close cooperation with Project Supervisors

• Creating and executing of the project work plans and revising as appropriate to meet changing goals and requirements of the Project; • Identifying resources needs and assigning individual responsibilities to the Team Leaders; • Management of the day-to-day operational aspects of a project; • Reviewing data/reports prepared by Account Manager before passing to client; • Applying of Call Centre methodology and know-how to ensure project standards on the realizations level;

• Management of the day-to-day Agent’s work; • Agent resources planning for the particular project; • Call monitoring, coaching and feedback to the Agents; • Identifying resources needs and assigning individual responsibilities to the Agents; • Product training and development of the Agents crew; • Management of all BPO/Back Office processes; assigning tasks to Agents; • Motivation and leadership for the Agent crew; • Training of the operators - Objection handling techniques;

Inbound Projects: • Responding to customer needs, answering questions; • Process customer requests and resolve customer issues over the phone/email; • Ensuring a positive customer experience; Outbound Projects: • new customer acquisitions • sale of products/services over the phone • Identifying customer needs and sales opportunities • Training of the operators - Objection handling techniques