PATRICIA KOTUBA

· Spearheaded the development and deployment of branch operational strategies across Canada, optimizing efficiency and performance with a focus on being closer to our customer.

· Provided day-to-day leadership to regional locations, coaching and mentoring branch managers across sales, customer service, warehousing, delivery, and service technician functions.

· Managed real estate, facility operations, logistics, and strategic sourcing, ensuring alignment with organizational goals.

· Led the implementation of vendor-managed inventory in Canada, delivered on time and on budget. This project is currently generating 500K in revenue for the safety business in the western region.

· Championed the Customer First Approach across all branches in Canada, enhancing customer experience and satisfaction.

· Launched the first nationwide customer satisfaction survey in 2023, gathering valuable insights to drive service improvements.

· Fostered a culture of accountability, collaboration, and continuous improvement within the Customer Service Team across Canada.

· Led the implementation of the Sage X3 ERP system as Project Manager, optimizing operational efficiency and data management.

• Overall accountability for the day-to-day management of the Operations team in Digital Industries, Customer Service.
• Fostering a ground-up culture of accountability, collaboration, and continuous improvement to the day-to-day operations of service team, returns and call center
• Improve customer experience through development of personnel and process
• Recommend, implement, and execute continuous improvement activities through the implementation of change management processes, and best practices
• Collaborate with internal groups to support stakeholder relationships
• Leading projects to bring new tools and efficiencies to our customers and internal partners

• Leading a Team of two Pricing Analysts, the team supports approximately 350M of revenue.
• Trusted Business Partner managing approx. 15M annually in Ship & Credit rebates
• Lead strategy and process efficiencies in ad-hoc and day to day Pricing activities
• Leading Projects to bring new tools and efficiencies to business units
• Global Agreement Partner for Canada
• Compliance Ambassador for Digital Industries.

• Deployment and training of the Product Management and Sales Team of new processes for the annual pricing adjustment activities
• Trusted in interviewing/hiring of new employees
• Consultation and implementation of the strategy and quotation process for special pricing contracts
• Strengthen relationships with our channel partners through implementation of new processes
• Contributed to company mission statement, guiding principles and logo that launched to Digital Industries Canada September 2019
• “Digital Industries One” Module Lead Optimization Project 2019

• Lead of the Annual Pricing Adjustment
• Managed functional inbox- responding to Distributor and Internal inquiries, issues regarding pricing
• Pricing Project Module Lead- Operational Efficiency
• Deployment and Training of new pricing tools
• Ad hoc Analysis
• Material Master coverage for vacations
• Maintenance of Pricing Contracts in SAP and Jigsaw

• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
• Resolving customer complaints, managing database records
• Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible
• Provide pricing and availability upon customer request
• Tracking customer back orders to ensure they are fulfilled in a timely manner
• Accounts Receivable

• Managed multiple Customer Accounts
• Tracking Deliveries to ensure they are received on time and are accurate
• Preparing Customs Documents for Shipments going to the U.S
• Issuing new print designs for customer orders
• Point of Communication between Logistics and Purchasing to ensure material availability for order fulfillment
• Training colleagues on software and tools
• Point of contact for customer service department for special projects
• Assisting sales associates with day-to-day needs
• Involved in deploying SAP order management module