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
Skills
- 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
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
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Personal Information
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