Kristen Dux
Order, Transport To Cash Manager
Rochester,NY
Summary
Dynamic Order to Cash Manager with a proven track record at Nortera Foods, excelling in team management and continuous improvement. Expert in automating processes and enhancing customer satisfaction through effective problem-solving and cross-team collaboration. Skilled in developing procedures and training teams, driving productivity and operational efficiency.
Overview
10
10
years of professional experience
Work History
Order, Transport to Cash Manager
Nortera Foods
12.2021 - Current
- Manage the Customer Service, Logistics and Payment Reconciliation Team overseeing all Order-to-Cash processes.
- Coach and train 7 direct reports, promoting a high level of productivity, engagement, and motivation to execute tasks promptly and efficiently.
- Ensure the execution of prompt: order processing, on-time order fulfillment, on-time deliveries, invoicing accuracy, credit memos/deductions, and payment reconciliation.
- Collaborate with cross-functional teams to maintain and improve Service Level, ensure seamless operations and support financial objectives.
- Manage complex customer and/or carrier issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Lead efforts to automate manual processes within the department, increasing efficiency levels while reducing potential errors in data entry tasks.
- Create and maintain written procedures (SOPs) for Customer Service, Logistics, and Payment Reconciliation functions.
- Participate in quarterly audits, providing necessary documentation and ensuring accuracy of internal processes.
- Lead regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Customer Service Team Lead
Nortera Foods
01.2020 - 12.2021
- Promoted to team lead of Customer Service for outstanding performance as a Customer Service Representative and exceptional support and mentoring to the team.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Identified areas of improvement and adjusted team strategies accordingly, escalating issues to proper supervisors when standard processes were not effective.
- Reduced the average handle time through effective communication, training and improved knowledge of products/services offered.
- Collaborated with cross-functional teams to ensure the execution of on-time order fulfillment, on-time deliveries, and customer satisfaction.
Customer Service Representative
Nortera Foods
06.2017 - 12.2019
- Established and maintained customer relationships, managing set accounts assigned to further build customer satisfaction.
- Responsible for the order entry, maintenance, follow-up and invoicing of customer orders.
- Ensured the accuracy of pricing, order weights, lead times & transit times for customer orders.
- Created and maintained customer price lists, including promotions, rebates, freight configurations, and specific customer requirements.
- Collaborated with internal cross-function teams to ensure on-time order fulfillment and on-time deliveries.
- Provided deduction agents with the necessary documents for the analysis of deductions and issue credit memos as needed.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes, conflicts, and/or customer complaints.
- Processed claim files rigorously and regularly, respecting deadlines.
Purchasing Coordinator
Nortera Foods
02.2016 - 05.2017
- Managed purchasing/receiving, shipping, and inventory control of tools, equipments, and parts using a computerized EAM system, ensuring accurate tracking of stock levels.
- Handled purchasing and inventory documentation, including purchase orders, requisitions, physical inventories, and budget tracking for maintenance needs.
- Supported maintenance operations while adhering to SQP, GMS, food safety and quality standards.
- Maintained complete documentation and records of all purchasing activities, ensuring the accuracy of GL codes for Accounts Payable.
- Restructured the review of vendors used to reduce cost and eliminate waste.
- Managed inventory levels effectively, reducing stockouts and excess inventory costs while maintaining optimal product availability.
Education
Administrative Assistance
Gensee Community College
Batavia, NYSkills
Customer Service
Order to Cash
Team Management
Continuous Improvement
Procedure Development
Cross-Team Collaboration
Training & Mentoring
Problem-solving
Time Management
Decision-making
Microsoft Office
Audit Support
Timeline
Order, Transport to Cash Manager
Nortera Foods
12.2021 - Current
Customer Service Team Lead
Nortera Foods
01.2020 - 12.2021
Customer Service Representative
Nortera Foods
06.2017 - 12.2019
Purchasing Coordinator
Nortera Foods
02.2016 - 05.2017
Administrative Assistance
Gensee Community College