To Pacesetter’s family and loyal customers,
As 2018 gets rolling, it’s the perfect time to implement changes that pave the road for a brighter future. We’ve taken that notion to heart here at Pacesetter, which is why this year you’ll notice several changes — some big, others small — in our processes, staffing, and priorities.
Above all else, 2018 will be a year of customer focus. Those that know us well, know that creating the Ultimate Customer Experience is already a cornerstone of The Pacesetter Way.
Based on this, the first change we’re excited to announce is a restructure focused on internal streamlining. Before this month, up to seven specialists touched every account. We realize that this system could sometimes cause confusion as to who handles what. By consolidating these roles into one Account Manager, our customers will get more knowledge and help from a single contact. This shift will streamline efficiency and emphasize accountability for the talented associates assuming these roles.
Your Account Manager will be your point of contact, trained to address any and all of your needs. Along with your Sales Rep, this individual will be a hands-on expert in all areas: inventory, orders, technology, procurement and more.
I’m also excited to announce a few staffing changes that we expect to play into the theme of customer focus in a big way. Gary Roberts has been promoted to Executive Vice President and will be managing our sales and procurement teams. Gary is an industry veteran with a deep knowledge of our customer base. I’m confident that Gary’s breadth of experience will help him optimize our supply chain to better service customer needs.
Additionally, Betsy Nolan will now be serving as Vice President of Customer Experience. As manager of inventory and IT segments at Pacesetter, she will drive automation projects throughout our organization — another 2018 benchmark — aligning strategy and goals to achieve optimal efficiency, accountability, and activity. By automating more tasks, we’ll improve our accuracy and allow our talented associates to focus their efforts on customer service, creative problem-solving, and other dynamic skill sets.
Lastly, investments in our service centers will be another hallmark of 2018 for Pacesetter and its partners. We’ve installed a multi-cut blanking line in our Houston Service Center in order to increase capabilities there, and have invested in more equipment for our Atlanta Service Center being installed early this year. Moreover, with a new Transportation Management System in the works, you can expect better organization systems, shipment tracking, and enhanced operational assistance.
With big changes happening now and within the coming year, we are more than prepared not just to be better partners to our partners, but the best partners possible. I’m more confident than ever in the strength of our company, and can’t wait for you to experience the benefits these changes have in store. Here’s to an exciting new year and all the good that will come with it.
Wishing each of our customer and supplier partners a happy, healthy and prosperous new year. Together we can achieve more!
Aviva Leebow Wolmer