Field Service Newsletter, January - February 2024

2024

FIELD SERVICE IN FRISCO

Training and site visit readiness are some of the most important elements to the success of the Field Service program in QCD’s respective markets. The onboarding process for representatives includes exposure to the QCD network holistically, meaning they have extensive training in both operations and centralized support services. In January, both Cristina (FSR, QCD Fontana) and Shannon (FSR, QCD Suffolk) were accompanied by Chris (FSR Supervisor, QCD Indiana) at QCD’s offices in Frisco, TX to learn more about the support provided to our 25 distribution centers.

During their visits, representatives spend time shadowing departments including the OCC, Customer Service, and Purchasing to understand the respective team’s daily workflow and best practices leveraged by DC’s that support their ability to provide exceptional service. Their learnings translate to streamlined resolution with our restaurant partners with their understanding of the processes that go into QCD’s best-in-class performance. We’ve also found that visits to Frisco allow the representatives to fortify meaningful relationships with associates that support their DC’s on a daily basis!

In 2024 we’re looking forward to growing the team and having additional visits to our offices in Frisco! improvements in 2024!

HIGHLIGHTS

Know Your Rep

RESTAURANT VISITS

• Market: Orlando

• QCD Service: 2 Years

• Field Service: 2 Years

• Previous Experience: Jassy has 22 years of customer service experience. Prior to joining QCD he was a guest experience manager where he provided exceptional service with Disney.

• Restaurants Serviced: 863

• Career Goals: Operations Management

• Interesting Facts: Published Writer, Experienced Gardener, Nature Photographer

• Market: Suffolk

• QCD Service: 11 Years

• Field Service: 1 Year

• Previous Experience: Shannon has held multiple customer service roles with QCD in which has made her become a subject matter expert with our customers.

• Restaurants Serviced: 250

• Career Goals: Operations Management

• Interesting Facts: Bakes Themed Cakes and Tracks Cold Case Files

• Market: Las Vegas and Phoenix

• QCD Service: 4 Years

• Field Service: 1 Year

• Previous Experience: Stefenni has 6 years of warehouse operational procedures with a previous manufacturer. Helping her understand processes, procedures, and delivery of exceptional service.

• Restaurants Serviced: 243

• Career Goals: Customer Service/Account Management

• Interesting Facts: Seasoned Road Tripper and Concert Lover

CUSTOMER ENGAGEMENTS

Miami team receives phrase from Chick fil A operators after a market meeting. “Kenya and Yelian did phenomenal at the market meeting last week! Their presentation was excellent, concise, and engaging. Talking with a few operators, they had nothing but great things to say about the Miami DC.”

Raising Cane’s Visit

As mentioned earlier in the newsletter, Cristina was in Frisco in January to connect with the centralized support team. While in Texas, Canaan (Customer Account Manager, QCD Frisco) and Cristina also visited the Raising Cane’s Restaurant Support Center in Plano, Texas to meet with the Cane’s team and learn more about their brand and strategy. The leadership within Cane’s distribution team shared a ton of positive feedback on the effectiveness of her support in the market, reaffirming the add-value of the program in the eyes of our valued restaurant partners.

PARTNERSHIP IN ACTION

“Our operators are thankful for the support they receive from Cristina and the Fontana team. She is always diligent with communication to operations and keeping them informed about their deliveries.”

Safety has been on Field Service’s mind to start 2024 out right and we wanted to highlight some special individuals who have gone above and beyond to make safety a priority while also delivering exceptional service to their customers.

Jason Buehlmaier and Richard Roman out of QCD Apopka have received recognition for their dedication to professionalism, passion, and upholding the Creed and Values. With the numerous safety callouts, not only for QCD, but their customers as well, they have been able to build a great working relationship with their restaurants and consistently mentioned by the customer as the best drivers at QCD.

Warehouse Lead Hugo Del Cid from QCD Las Vegas gets a shout out for his willingness to take on any role in the DC and stepping up to do the little things to ensure his team has a safe and efficient work environment.

WHAT IS FIELD SERVICE?

• Performs restaurant visits 2x annually

• Maintains high after visit survey scores

• After customer escalation resolution support

• Identify trends with customer opportunities

• New restaurant opening ownership

• Customer KPI reporting

• Restaurant credit analytics and follow-up

• SWAT support (initiatives, launches etc.)

• Delivery observations

• Restaurant & driver recognition

Orlando

POSITION

Charlotte

Fontana

San

Current Facilities Headquarters

Future Expansions

Miami

Denver

Dominguez

Suffolk

JASSY ELIE Field Service Lead

OPEN

Field Service Rep

CHRISTINA ALCALA Field Service Rep

CHRIS HEBB Field Service Supervisor Indianapolis & Minneapolis

STEFFANIE BLOUNT Field Service Rep Las Vegas & Phoenix

DARWIN MERCADO Field Service Rep

Antonio & Albuquerque

KENYA SUMMEROUR Field Service Rep

SACY VU Field Service Rep

Shannon

Field Service Rep