Dear Valued Customers, Colleagues, and Cold Chain Partners,
As we begin another promising year, I’m excited to share my 2024 reflections and some inspiring developments with you.
I had the privilege of spending time at our impressive facilities on the West Coast and can enthusiastically report that our General Managers are feeling very confident about the year ahead. They are all very busy, have great Cold Crew teams in place, and are ready to tackle any challenge.
Their professionalism and dedication are truly incredible, and I extend my sincere gratitude for their positive outlook and leadership. As usual, I was inspired by my visit.
We started the new year with a series of highly productive onsite meetings. The logistics leadership team assembled in Camden for a strategic planning session aimed at enhancing our customer service through innovative logistics and transportation solutions. Also, our Senior Managers kicked off the new year, meeting in Raleigh, NC, strategizing on how to maintain our technology leadership and drive advancement not only in our facilities but also in the cold chain industry.
Thanks to the continued support of our parent company, Swire, we are currently advancing multiple expansion projects and new builds in key distribution markets, including California, Florida, Indiana, and Pennsylvania. These endeavors mark substantial opportunities for both growth and innovation, allowing us to enhance our storage service capabilities with new capacity and technology. Stay tuned as we reveal future details of expansions in Georgia and Texas.
Moreover, we are excited about a rapidly developing opportunity with one of our key customers in the South Central Valley of California. With the backing of our board, we swiftly approved this new project, and I had the privilege of participating in the final design and construction review in January. This will be our eighth automated facility, underscoring our commitment to progress and innovation to better serve our customers.
On the technological front, our Center of Digital Excellence (CoDE) has been hard at work on a new, cutting-edge customer portal, which promises to heighten user experience for our customers and streamline their reporting and data analytics. I am particularly encouraged by the enthusiasm and expertise of our young talent leading this initiative and I am confident the new portal will exceed expectations.
I would also like to take this opportunity to acknowledge the ongoing success of our restructured operations. The realignment of leadership across the regions has been met with resounding success. Adjusting roles across regions ensures optimized resource allocation, fosters synergy in operations, and enhances responsiveness to customer needs.
We remain focused and committed to our sustainability goals, primarily centered on reducing our environmental footprint and embracing novel sustainable solutions. We are already experiencing positive environmental impacts, notably through the integration of the Smart Move application with our COLDshare Consolidation program, which helps reduce the number of trucks on the roads and consequently lowers emissions.
I am pleased to report that 2023 marked a significant milestone as our organization achieved its highest recorded safety performance to date, underscoring our dedication to safety excellence. Through the implementation of cutting-edge initiatives such as our Innovators Race to Safety Program, laser-lit pedestrian walkways on our docks and the integration of AI-driven systems aimed at preempting accidents, we have bolstered our commitment to fostering safer and more efficient operations.
In closing, I want to express my gratitude to each and every one of our US Cold Crew and our customers for your continued efforts, partnership and support. Together, we will continue to push the boundaries of excellence and deliver outstanding service to our cold chain partners.
All the best,
Larry Alderfer | President & CEO
Going Forward – Face to Face
USCS hosts Customer Advisory Board to better listen, learn and support shippers.
They say there’s a reason we have two ears and just one mouth—it underscores the primary importance of listening. And that’s exactly why USCS values its two-year-old Customer Advisory Board (CAB).
Coming out of the nation’s COVID pandemic, USCS first formed this board to better align itself with customers’ day-to-day business realities and requirements.
USCS’s CAB involves as many as 13 different customer accounts ranging by product type, geography and size. Since CAB’s first in- person meeting in Dallas in May 2022, the group also met once—virtually—last fall. USCS hosted this year’s in-person meeting this February in Atlanta.
“We just hosted our most recent installment of CAB in Atlanta. After a tour of our McDonough II automation, our customers assembled to learn about USCS’s key initiatives, discuss the state of the industry and identify areas for collective improvement,” says Andrew Pavlicin, USCS Program Manager.
“At a high level, we want to generate a ‘feedback loop’ from our customer base and ensure we are meeting their needs and providing quality service,” he adds. “USCS seeks feedback from our customers to determine the CAB meeting areas of focus and our agendas likely will always change— based on what is happening in the industry and market. Ultimately, we believe that there is mutual benefit. Our expectation is that the customer also will gain insight into USCS’s strategic direction and benefit from peer-to- peer shared experiences.”
Pavlicin specifically points to five CAB objectives:
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Capture Customer Feedback: Provide a platform where customers feel free to share direct feedback about their businesses and cold chain needs. This gives USCS better insight into their needs and preferences.
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Build Stronger Relationships: Build stronger interpersonal relationships with customers.
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Generate Ideas: Use CAB as a source
for new innovative ideas. Discussion can provide insight to ideas and/or programs not previously considered.
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Market Research: Gain and share insights about customer behaviors and trends.
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Brand Advocacy: Create positive customer experiences and build USCS’s reputation.