Bringing a personal touch to customer service

Personal attention is what sets the KDL experience apart, and Lori Conway exemplifies the team’s commitment to delivering it. With 25 years of customer service experience in the industry, she lives and breathes the clients’ perspective. “I make a personal connection with my customers, which is hard to find now with so many companies turning to automated customer service. When my customers come to me with an issue, it’s my issue. And my goal isn’t just to fix it, but to get to the root of the problem so it does not happen again.”

Experience to overcome every obstacle

In his 14 years at KDL, Chris Otto has had his hands in every aspect of almost every client relationship. His multifaceted experience enables him to answer questions and solve problems more quickly — across a wide range of issues. Chris leads a team that takes pride in doing whatever it takes to keep KDL clients happy for the long term. “I have seen so much innovation and development in my time at KDL. We continue to evolve to meet our client needs — we’re delivering value to them today in ways that were not possible just a few years ago.”

Enabling superior results

In her 4 years at KDL, Ashley McIntyre has been able to leverage her degrees in Supply Chain Management and International Business to gain real hands-on experience helping customers solve shipping challenges and save money. “I want to be the go-to person for my clients. Whether it’s keeping them up to date on industry trends or analyzing their data to improve their processes — I’m always looking for new ways to deliver for our clients.”

Driving best-in-class technology

Eric Elter has spent 19 years building and perfecting KDL’s technology platform. “I’m really proud of how KDL has grown and the role our technology has played. We have a remarkable team of cross-trained professionals who all share a genuine desire to help our customers succeed. To know that we’ve been able to bring them significant cost savings and give them more time to focus on their core business — it’s truly rewarding.”

A relentless focus on client needs

After working in every department at KDL over the last 14 years, Brian Hammel is well versed in the workings of the operation and the agile and experienced team he now leads. Brian is responsible for ensuring every member of the KDL team feels empowered and personally responsible for delivering a great client experience, every time. “We put our focus on the customer’s needs, first and always. That gives them great peace of mind and the confidence to focus their valuable time on managing their business.”

A culture that feels like family

High touch customer service is a cornerstone of KDL, and Lauren Frazier sets a great example for the entire team. “Having such an intimate and personalized environment at KDL means we all work together to deliver for our customers. It allows me to put myself in the customer’s shoes when dealing with their issues. We all do. At KDL, it is the opposite of feeling like a number. It’s a family atmosphere where you are known and recognized for your efforts and for who you are.”

Putting the customer first since day one

It is no wonder Michael Hammel is recognized as a leading industry expert. He began his career at age 13, washing trucks and working loading docks — and he’s studied every angle of the logistics business ever since. Mike and his team work tirelessly to keep KDL clients well informed with the latest industry and competitive intelligence so they can make better decisions and adapt to market conditions more quickly. Mike also leads the regular client review meetings that are the cornerstone of KDL’s responsive, data-driven and personalized service. “Our team continues to grow and evolve — and our ability to apply metrics to identify, review and solve our clients’ issues, often before they occur, continues to improve, too.”

Taking collaboration to the next level

Collaboration is at the heart of KDL’s approach, and no one takes that more personally than Tom Cannizzo. His deep and broad industry experience on both the carrier and logistics sides of the business, combined with his wide network of trusted industry relationships, makes Tom a true force in helping the KDL team understand and solve a client’s challenges. Tom sets the tone for working with the client at multiple levels, implementing personalized solutions that make sense for them. “The best part of my job is working with my clients to really understand their issues and aligning our team to find a solution that drives their business forward.”

Thriving in a performance-driven environment

The close-knit culture and scale of the KDL operation provide real opportunity for growth, and there may be no better evidence of that than Matt Schreder. Matt began his career as a logistics intern at KDL right out of college and in less than 5 years has risen to the position of company Controller, with brief stops as Staff Accountant, Senior Accountant, and Assistant Controller along the way. Matt credits collaboration and client focus for his and the company’s success. “We guarantee integrity in our accounting practices — and that extends to our relationship with carriers. Whether through optimal cash flow management or by driving efficiency in our reporting and analysis, we support our clients’ interests unconditionally.”